Changing settings for inactive messaging engagements

Zoom Contact Center admins can set up how inactive messaging engagements will be handled and closed. For example, you can mark 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.

Requirements for changing settings for inactive messaging engagements

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

How to access settings for inactive messaging engagements

Account-level settings

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
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 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 as an admin with the privilege to edit account settings.
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 Inactive engagement auto-close section.
5. Change the settings.
   Note: If the option is grayed out, it has been locked at the account level and needs to be changed at that level.

Active and Inactive Engagements settings

• Make engagements with agents inactive after _ minutes: Specify the minutes of inactivity (between 1 to 120) when an 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 engagements. This weight is used to determine the maximum number of active messaging 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 engagements with agents after _ minutes: Once a messaging 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: Customize the message that is sent when a chat is closed due to inactivity.
  • Send an alert message before auto-closing: Customize the 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.