Proactive messages: check-ins on quiet conversations
Proactive messages: check-ins on quiet conversations
Check in when a conversation goes quiet, and close it when nobody replies. Incident notices are now part of Known issues.
Note:Incident notices moved to Known issues (Dashboard → Known issues). Every incident you created here was moved over automatically — with its affected tickets and what was already sent — and nothing is sent twice. Known issues also answer new tickets about the problem and update everyone automatically when it is fixed. See “Known issues”.
Most support messages answer a question. Check-ins are the ones TR-AI starts: a friendly “did that solve it?” when a customer goes quiet.
Check-ins on quiet conversations
Off by default. When on, and TR-AI answered but the customer went quiet while the conversation or ticket stayed open, TR-AI asks once whether the answer solved it (after 24 hours by default). If nobody replies within the next 48 hours, the conversation is closed or the ticket solved with an internal note. Any reply in between ends it — TR-AI then handles the reply as usual.
- Works for Messenger, Instagram, Slack and Teams conversations (SMS and WhatsApp too when phone storage is on), and for Zendesk and Freshdesk tickets TR-AI answered that are still open or pending.
- SMS and WhatsApp: off by default, because that needs phone numbers stored. Turn on “Allow proactive messages on SMS & WhatsApp” (Check-ins card) to include them: numbers are then stored encrypted, only for conversations that start (or continue) after you turn it on. Turning it off deletes every stored number. The same setting lets known-issue updates reach SMS and WhatsApp conversations.
- WhatsApp only allows free-form messages within 24 hours of the customer’s last message. Add an approved WhatsApp template (Twilio Content SID, HX…; the message goes into {{1}}) to reach older conversations; without one they are skipped with the reason shown.
- Tickets TR-AI solved when it answered (the default) are left alone — there is nothing to follow up.
- Customers who texted STOP are never messaged.
Tips & tricks
- Write your own check-in message in your brand’s tone; keep it to one question.
- Turn check-ins on for Slack and Teams first; internal users rarely say “thanks, solved”, so closed threads keep your stats honest.
- For an outage or bug, create a known issue instead of waiting for check-ins: affected customers hear from you right away and again when it is fixed.