❓ Why is the time configured in the classification not respected before sending the conversation to the bot?
The article explains why a conversation might be sent to the bot immediately instead of respecting the time configured after classification: it is usually because the agent manually closes the conversation with the "X".
🧩 Frequently asked question or initial context
Classifications are configured so that after a certain time (hours or minutes), the conversation is assigned to the bot. Instead of waiting the configured time, the conversation is closed immediately and sent directly to the bot.
Possible reason:
Verify that your agents do not press the X button located in the upper right corner of the conversations, as this cancels the waiting time in the classification settings.
🛠 Troubleshooting: step by step
Validate with your agents that when they classify, they do not click on the X in the conversation.
Verify the classification settings
Make sure that the classification has a waiting time assigned before the conversation is reassigned to the bot.
🧪 Possible solutions
Avoid using the close button after applying the classification. In order for the configured time to be respected, agents should only classify the conversation without clicking the close button.
Avoid using the close button after applying the classification.
In order for the configured time to be respected, agents should only classify the conversation without clicking the close button.
☎️ When to contact support
Contact the support team if:
The waiting time is not respected even if the conversation has not been manually closed.