Overview

Use inactivity triggers to follow up when a customer does not reply or alert your team when a customer is waiting. You choose the delay and the actions that follow.

Neither trigger starts while Fibi is handling the Conversation or another customer-facing Workflow is active.

If customer has been unresponsive

Customer unresponsive waits for a customer reply after a teammate's latest message. A new teammate reply restarts the timer. A customer reply ends the wait.

The Conversation can be Open or Snoozed when the timer ends. Closed Conversations do not trigger the Workflow.

1. Go to Automations → Workflows

2. Click + New Workflow and choose Create from scratch.

3. Select the trigger Customer unresponsive under the During conversation tab.

4. Set Inactivity duration to choose how long to wait for a customer reply. Choose a duration from 1 second to 14 days

Example

You can choose to build this workflow in a number of ways. Here’s an example:

1. Set the trigger timer to 10 minutes - meaning the workflow activates after 10 minutes of no customer response. You can also configure trigger channels, audience, and scheduling.
   

   

2. Add a message - “Just checking if you’re still there? Let us know if you need any help.”

3. Add a Wait action and choose the delay. Under 'Select the event(s) that will interrupt the wait', select 'Teammate and customer messages' so a reply from either person ends the Workflow before the closing message

4. Add a follow-up message: “This conversation will now be closed”

5. Add a Close conversation action

6. Now click Save to preview your new Workflow or set it live!
   

   

The timer also starts when a teammate starts a Conversation from the Inbox. The customer does not need to reply first.

If teammate has been unresponsive

Teammate unresponsive waits for your team to reply to a customer. The timer starts with the customer's first unanswered message, including their first message in a new Conversation. If Fibi or a customer-facing Workflow hands the Conversation to your team, the timer starts at handoff.

More customer messages do not restart a pending timer. A teammate reply ends the wait. The Conversation must be Open when the timer ends; Snoozed and Closed Conversations do not trigger it.

Internal notes and automated messages do not count as teammate replies.

1. Go to Automations → Workflows

2. Click + New Workflow and choose Create from scratch

3. Select the trigger Teammate unresponsive under the During conversation tab.

4. Set Inactivity duration to choose how long to wait for a teammate reply. Choose a duration from 1 second to 14 days

Example

You can choose to build this workflow in a number of ways. Here’s an example:

1. Set the trigger timer to 10 minutes - the Workflow runs if no teammate replies within 10 minutes of the first unanswered customer message or handoff to your team.
   

   

2. Configure the trigger - set up the trigger channels, audience, and scheduling. For example, you might want this workflow to trigger only when your team is offline.
   

   

3. Add a message: “Thank you for your patience. We’ll get back to you as soon as possible.”

4. Alternatively, add a Show expected reply time step to display your office hours

   • You can end the workflow here if the teammate should handle the conversation once they’re back online

5. Add an Assign conversation action to reroute it to a inbox or teammate. You can also apply other actions like Mark as priority.

6. Click Save and close to preview or Set live to activate the workflow.