I know if a customer does not respond from the start of the chat session, LivePerson has the Non-responsive Messages which are great. However we find customers sometimes stop responding in the middle of a chat. In this instance the Non-responsive Messages don't get triggered and therefore the agent has to manually keep track of how long it has been, if pre-set messages need to be sent (Canned Responses) the agent will have to send them manually. And finally if the customer just does not respond after a period of time, the agent will have to remember to end the chat.
I am thinking there could be an easier way to do this if we could create a Rule maybe so that this could be automated.
Any idea or suggestion?
Thanks,
Valerie.