Build Guide: Ignore Abandoned Journeys

Quick links in this article:

This article will outline exact steps for creating an ‘Ignore Abandoned Chatbot Journeys’ flow, as part of a chatbot automation journey. Refer to Building A Chatbot: Flows for more information.

Check Automation State

First, we want to check if the interaction for the ended chat is in an Automated state, to exclude Queued chats from our logic. To do that, set your condition to check if Automation State Interaction.Automation is True, just like this.

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Set up your first Decision to check if Interaction.Automation is true

Check Closed Status

Some successful chatbot journeys, handled entirely by the automation and never assigning to an agent, might be ended in an Automation state. In those events, you’ll have set your flows to change the Status custom field to Closed.

To exclude those interactions, set up your next decision on the In Automation branch to check your Status custom field for a Closed value.

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Set up your next Decision on the In Automation branch to check if the Status field is already closed

Ignore Abandoned Chats

Finally, on the Not Closed branch you know that:

a) A chat has ended

b) It ended in an Automation state i.e. hadn’t been assigned to an agent

c) The Status was not set to Closed by the chatbot journey

Therefore, the customer has abandoned the chatbot journey before reaching a conclusion and you can safely set the Status custom field to Ignore. Do that with an Update Interaction action.

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Update the Status field to Ignore

Save and Publish

Hit File>Save and File>Publish, then attach your new flow to your Chat Ended event. From now on, any chatbot conversations that are not assigned or closed via the automation flows you’ve configured will be Ignored automatically.