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If a user does not respond to the chatbot or the agent within the specified time, the conversation is automatically closed by the chatbot to be archived and a service evaluation message is sent to the user. A smart resolver alert message is the message that a conversation will be closed before it is automatically closed (ended). In this way, if a response is expected from the user and has not been received for a long time, the user's attention is drawn back to the chat. If still no response is received, the conversation is terminated by informing the user.
If you're wondering how to set up the automatic (smart) resolver, check out the help document here.
How to set the warning message?
Click on https://app.jetlink.io/Settings/AutoResolve or go to the Smart Resolver settings via the settings menu and click on the “Warning Message” tab on this page.
In the warning message duration field, enter this time if you want to let you know in how many minutes the conversation will be closed. E.g: 2
Then fill in the warning message field in accordance with the directions on the page. Be sure to include {{system.remaining_time}} in your message where you want the duration information to be included.
For example, If you want to send the following message to users;
“Warning: If there is no response from you within 2 minutes, the conversation will be closed automatically.”
You must fill this field as in the example below:
“Notification: If there is no response from you within {{system.remaining_time}} minutes, the conversation will be closed automatically.”
Then choose whether you want to send this message while turning off agent conversations or bot conversations.
Finally, to activate the message, change the "Status" from passive to active and press the "Save" button.
Repeat the same steps by selecting the “Bot” option after the agent message and press the save button.
You can set separate messages for agent conversations and bot conversations, or use them as active for one and passive for the other.
