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Is it possible to set up the chatbot with the following workflow?

  1. After 5-10 minutes of no response from the user following our last reply, the chatbot sends a follow-up question:
  2. “Do you have any further questions?”
  3. If the user does not respond to the follow-up question:
    • Automatically send a survey to gather feedback from Front.
  4. If the user responds to the follow-up question:
    • Continue the conversation without sending the survey at that time.

Hey Lifan! 

Phoebe here with the Front team. This isn’t possible in a chatbot yet, but you could pull this off with a set of rules, message templates, and tags. 

Here’s how. 
-Create a message template for “Are you still there?”
-Create a tag called “Are you still there?”
-Create a message template for collecting CSAT. 

 

Then, set up these rules.

Rule 1: This rule sends the first follow-up message after 5 minutes: 

 

Rule 2: This rule removes the tag if the visitor replies: 

 


Rule 3: This rule sends the CSAT survey after 2 minutes of no reply to the follow-up. 

I believe that should cover what you need, but feel free to play around with the rules to fit what your team is looking for! 

Thank you so much!

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