Inactivity End Conversation Flow

The Inactivity end conversation flow allows you to execute custom actions when a conversation remains inactive for a specified period, regardless of whether the user is inside a flow or outside any conversational flow (idle mode).

You can use this special flow to manage inactive conversations, request user feedback, or refresh the conversation after a defined period of inactivity.

To configure this special flow, go to o configure this special flow, go to AI Agent Details > Dialogue Management, select the desired Inactivity end conversation flow, and set the Conversation timeout (min) field to define the inactivity period. The supported range is 0 to 1440 minutes.

When the configured timeout is reached, the selected Inactivity end conversation flow is triggered.

NOTE: If the user is in a live chat session, the system disconnects the user.
IMPORTANT! If you also configure the Inactivity end conversation flow, make sure the two special flows have different timeout values. The Conversation timeout (min) value for the Inactivity end conversation flow must be higher than the Flow timeout (min) value for the Inactivity cancel conversation flow.

For example, set the Inactivity cancel conversation flow timeout to 5 minutes and the Inactivity end conversation flow timeout to 15 minutes. If the user becomes inactive at a flow step awaiting input, the conversation is canceled after 5 minutes. After 15 minutes of inactivity, the Inactivity end conversation flow is triggered.

Info: If you need to handle inactivity both inside and outside conversational flows, configure only the Inactivity end conversation flow. You do not need to configure the Inactivity cancel conversation flow unless you want to handle inactivity inside a flow separately.

Use Cases

You can use this special flow to:

  • Expire conversations for client-facing AI Agents on Direct Line by calling the ChangeConversation internal action. This action ends the previous conversation, making it inaccessible.
  • Request user feedback after a defined period of inactivity.
  • Refresh the conversation after a specified inactivity period.