By default, Talkative interactions are ended after 36 hours of inactivity. This is the updated at timestamp on the interaction, i.e. after the last change of queue or assigned agent. It does not necessarily mean last message sent. This causes difficulty for SMS interactions, which due to their async nature, and when sent over the weekend can become queued, but then not accepted for several days, our system will have ended them.
As of release 1.103 (11th July 2024), users can set custom durations for this inactivity timeout at the a queue level.
Note: if you are using Talkative routing system (as opposed to external routing, e.g. Mitel, Salesforce), there is still currently a hard cap of 24 hours on interactions. This is being addressed in an upcoming release. Please also consider the task duration timeout of the routing system used, if using external routing integration (e.g. Mitel, NICE, Salesforce, etc.)
This configuration to change the timeout is managed at the queue level, since WhatsApp or SMS queue might be better suited to expire after 7 days, vs a web queue which should probably expire sooner.
By making this configurable, we have a better way to handle SMS interactions which are sent during closed periods without having to do workarounds to keep them alive, or send them to an email instead. This will also apply to other queue types as well, however WhatsApp and Facebook interactions are hard capped at 24 hours due to restrictions by Meta.
How to configure
As an Account Holder, navigate to Queues, then click on Queue Configs:
Next, click on General > Interaction Config
The maximum supported value is currently 168, minimum is 1 hour.
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