Pause/Resume a Conversation
Agents can pause / resume an active Conversation to temporarily stop SLA and Inactivity timers. The conversation will resume upon Paused-timer expiry or upon agent request. The Customer may also receive the Pause, Resume notifications. This may be configured using Conversation Studio.
Agent SDK developers can see hold/resume API in our Postman collection.
The conversation can be expired if the customer's inactivity timeout is expired.
The agent will automatically be out on expiring the SLA time
If the chat is transferred, it will be resumed automatically
Limitations
If a Conversation has an active call,
When the call is On-hold, the Conversation state remains unchanged.
When the Conversation state is Paused, the call state remains unchanged.
To Hold/Resume Conversation
Click the hold button at the top
The timer drop-down appears
Select the time from the list
Confirmation dialogue appears on selecting the time
Click the ‘Confirm’ button
Agent SLA (on the top of the composer bar) will be stopped and the ‘pause’ icon along with the timer will appear on the top of 'Message Composer'
The customer receives a notification that ‘the conversation is currently paused by the agent'
The conversation will ‘resume’ automatically on the expiration of the hold time.
The customer receives the notification that ‘the conversation is resumed now’
Hold/Resume Conversation
In the case of voice, agents can hold the call by clicking on the Hold button. This pauses this specific call only and not the conversation. In case of a call hold, there is no SLA timer implementation. The agent can hold the call and resume it when becomes available by clicking the same Hold button again to resume it.