Inactivity Cancel Conversation Flow

The Inactivity Cancel Conversation Flow allows you to customize the actions taken when a conversation is automatically canceled due to user inactivity.

To set it up, go to the Bot Details page, click on Dialogue Management, then select the desired Inactivity Cancel Conversation Flow. Then configure the Flow Timeout (min), which defines the inactivity timeout period (between 0 and 15 minutes). Once the timeout is reached, the conversation will be canceled, and the selected flow will be triggered.

Note:   For DRUID version prior to 8.7, flow inactivity timeout is by default set to 15 mins for hybrid and full cloud installations, but is customizable for on-prem installations only (at application level, so the setting applies to all tenants and bots).

Use cases

This special flow enables you to execute multiple actions when a conversation reaches out the 15 mins of inactivity threshold:

  • Execute connector actions to save somewhere the fact that the conversation was canceled.
  • Send a message or email to the chat user.
  • Open a new conversation and ask the user to confirm the conversation cancel.
  • Clear the conversation transcript from the chat widget (using ChangeConversation internal action and back channel step).
  • Any other custom automations.

Whenever the bot triggers the special flow InactivityCancelConversationFlow, DRUID stores specific details in system entity [[InactivityDetails]]. For more information, see System Entities.

If no flow is selected for this special flow, the chatbot will respond with the special message set for InactivityCancelConversation.

If the inactivity threshold is reached while the InactivityCancelConversationFlow is executed, then the bot displays the special message InactivityCancelConversation and drops the conversation.

the special message InactivityWarningMessage is sent to the user in the chat after half of the time set to trigger InactivityCancelConversation, when the user is inactive on a flow step with input mapping.

This ensures that if the user responds in the chat, the chatbot continues executing the flow from the step where the inactivity event occurred. The InactivityWarningMessage does NOT interrupt the conversation, it only warns the chat user about the interruption, which will occur in the future (when the InactivityCancelConversation threshold is reached).

If the InactivityCancelConversation threshold is reached while the InactivityCancelConversationFlow is executed, then the bot displays the special message InactivityCancelConversation and drops the conversation.

After the user is disconnected the [[ChatUser]].ConversationStatus is “Idle”.