Inactivity Cancel Conversation Flow

The Inactivity cancel conversation flow allows you to customize the actions performed when a conversation is automatically canceled due to user inactivity while the user is inside a flow.

This special flow is triggered only when the conversation remains inactive at a flow step awaiting user input, such as a Prompt, Hero Card, or Choice. It is not triggered when the user is outside any conversational flow (idle mode).

To configure this special flow, go to AI Agent Details > Dialogue Management, select the desired Inactivity cancel conversation flow, and configure Flow timeout (min) to define the inactivity period. The supported range is 0 to 15 minutes.

NOTE: In Druid versions earlier than 8.7, the default flow inactivity timeout is 15 minutes for hybrid and full-cloud installations. For on-premises installations, this setting can be customized only at the application level and applies to all tenants and AI Agents.

When the configured timeout is reached, the conversation is canceled, and the selected Inactivity cancel conversation flow is triggered.

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. If inactivity continues, the Inactivity end conversation flow is triggered after 15 minutes.

Info: If you only need to handle inactivity while the user is inside a flow, configure the Inactivity cancel conversation flow. To handle inactivity both inside and outside conversational flows, use the Inactivity end conversation flow instead.

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 AI Agent 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 AI Agent will respond with the special message set for InactivityCancelConversation.

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

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