We configured Time-Based Automations to interact with Bots in a way that will benefit your workflow. With this in mind, if an Issue is assigned to a Bot and a Time-Based Automation is set to complete the actions listed below, the following will occur:

Send a new message to the user only: It will be allowed to send the message. If the Bot asked the user a question that the user has not yet responded to, then the Bot’s question will be repeated after the Time-Based Automation has sent it’s message. This is helpful for sending reminders to users that we are waiting for information from them.

In the example above, the last message sent by the Bot was “Which order do you need help with?” When the user did not respond within the amount of time defined as a condition within the Time-Based Automation, it was activated to send a reminder message, and then the Bot’s last question was repeated again.

Send a new message to the user AND reassign the Issue: It will be allowed to send the message and reassign the Issue. This is useful for cases where it’s important for an Agent to handle the Issue.

In the example above, the last message sent by the Bot to the user was “Which order do you need help with?” When the user did not respond within the amount of time defined as a condition within the Time-Based Automation, it was activated to send a reminder message and reassign the Issue to an Agent. If the user follows up, the message will go directly to an Agent.

Send a new message to the end user AND close the Issue: It will be allowed to send a reminder message and close the Issue. This is helpful for cases where the end user has potentially abandoned the Issue and there is no need for further action.

In the example above, the last message sent by the Bot to the user was “Which order do you need help with?” When the user did not respond within the amount of time defined as a condition within the Time-Based Automation, it was activated to send one last message and close the Issue.

For a refresher on how to set up and manage these features, see the following: