Changing settings for inactive chat or SMS engagements

Zoom Contact Center admins can set up how inactive chat or SMS engagements will be handled and closed. For example, you can mark chat engagements as inactive after 5 minutes of inactivity, then customize the message that notifies the consumer of the closed engagement. You can view engagement events log to see when engagements are inactive or become reactivated.

Prerequisites for change settings for inactive chat or SMS engagements

• Account owner or admin privileges
• Pro, Business, or Education account
• Zoom Contact Center license

How to access settings for inactive chat or SMS engagements

Account-level settings

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Preferences.
3. Click Messaging Engagements.
4. In the Active and Inactive Engagements section, change the inactive chat or SMS settings.
5. (Optional) To prevent admins from changing this setting in queue settings, click the lock icon , and then click Lock to confirm the setting.

Queue settings

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Queues.
3. Click the display name of the queue you want to edit.
4. Scroll down to the Auto-closed Settings section.
5. Change the inactive chat or SMS settings.
   Note: If the option is grayed out, it has been locked at the account level and needs to be changed at that level.

Inactive chat or SMS settings

• Make messaging engagements inactive after _ minutes: Specify the minutes of inactivity (between 1 to 120) when chat or SMS engagement will be marked as inactive.
  Note: The timer starts from when the last message is sent by the agent. If the consumer responds, it would remain in active state.
• Weight of inactive engagements with agents: Set the weight value (between 0.01 to 1) for inactive chat or SMS engagements. This weight is used to determine the maximum number of active chat or SMS engagements that agents can handle at once, based on the Maximum Messaging Concurrency in user settings. For example, if a weight is 0.5 and the maximum concurrency is 2, then the agent can engage in 4 messaging engagements at once. 
• Auto-close inactive messaging engagements after _ minutes: Once a chat or SMS engagement is marked as inactive, auto-close the inactive engagement after the specified amount of minutes (between 10 to 720).
  • Send an auto-closed message for web chats: Customize the chat or SMS message that is sent when a chat or SMS chat is closed due to inactivity.
  • Send an alert message before auto-closing for web chats: Customize the chat or SMS message that is sent before a chat or SMS is closed due to inactivity.
  • Send the alert message _ minute(s) before auto-closing: Specify the minutes to display the alert message before displaying the alert message in the previous setting.
• Auto-close inactive engagements within flows after _ minutes: Automatically close engagements where the consumer has not responded to the flow's last message within the specified amount of minutes. In other words, the timer start every time the consumer receives a message.
  Note: Once an engagement has been assigned to an agent, the engagement will be open for up to 24 hours, after which it will automatically close.