🧩 Frequently Asked Question or Initial Context
Classifications have been configured so that after a certain amount of time (minutes or hours), the conversation is automatically assigned to the bot. However, instead of waiting, the conversation closes immediately and is transferred directly to the bot.
The main reason: It is usually because the agent, after applying the classification, manually presses the "X" button located in the upper right corner of the conversation. This action cancels any wait time scheduled in the classification.
🛠️ Troubleshooting: step by step
Validate the advisor's action: Confirm with your agents that when classifying, they do not click the conversation's "X" if they want the wait time to be respected.
Verify the classification configuration: Make sure in the control panel that the selected classification has the wait time correctly assigned before reassignment to the bot.
🧪 Possible Solutions
Avoid using the close button: For the system to respect the classification schedule, agents should only apply the classification and allow the system to move the conversation automatically when the time expires.
Team training: Instruct agents about the difference between "Classify with wait" and "Close manually (X)", since the second action always takes priority over the first.
☎️ When to Contact Support
Contact the support team if:
The wait time is not respected even though the agent has not manually closed the conversation.
The classification configuration shows the correct time, but the system acts immediately in all cases.
Don't lose the race against the clock! 🚀
If you configured a wait time for the bot to take control after a classification, make sure your team doesn't press the manual close "X". That small action cancels any scheduling and forces immediate transfer. Train your agents to simply classify and let Atom handle the rest at the right time. ✅