Terminate¶
Terminate targets define how a conversation ends in different scenarios β outside business hours, when no agent is available, or after a bot finishes. They control the disconnection cause, an optional automatic response to the customer, and whether the conversation is logged as answered or missed.
Terminate targets are available for web chat, Facebook Messenger, Instagram DM, SMS, Viber and WhatsApp, and are set up separately for each channel.
To set up terminate targets, go to Settings β Routings β your channel β Terminate (e.g. Settings β Routings β Web chats β Terminate). You will see an overview of your terminate set ups.
You can view a diagram tree of each terminate set up by clicking the grey Tree button in the Actions column.
Click the Title of a terminate set up to open its details or click Add new to create a terminate set up. The terminate details will open.
Warning
When you are done creating or editing a terminate set up, click Save to return to the terminate overview and make sure to click the Apply configuration changes button in the top right corner.
For web chats, it will take a few minutes for the changes to take effect on your website. If you want to see them immediately, open your website in a new incognito mode window.
Terminate Details¶
Set up your terminate set up in the Sandbox column. If you are editing a terminate set up, you can compare your new settings to those currently in use in the Production column.
Title: enter a title. Select the title in your routing/connector, time condition or automessage to use the terminate target there.
Description: enter a description.
Disconnection cause: select from the dropdown list. This is for internal use only β the customer will not see this info.
Queue: select which queue the conversation will belong to if it is terminated using this set up.
Tip
If you want to receive missed activity notifications, you must select a queue. For the queue's Notification email to be sent, the Disconnection cause must be either Not available or Outside working hours.
Auto response: select a template to send to the customer if the conversation is terminated using this set up.
Answered: toggle whether a conversation terminated using this set up is logged as answered.
Info
Click-to-call routings also use terminate targets from Settings β Routings β Web chats β Terminate. If you only use click-to-call (without a web chat), the Disconnection cause and Queue fields are never actually used β but a web chat queue still needs to be selected. See Click-to-Call Routings.