Using the AI agent to "wake up" the lead after a period of inactivity.
Skill Configuration
To use the active engagement feature, it is necessary to enable this option on the agent. The time set in the "Inactivity Engagements" settings will be counted from the last message sent by the agent — that is, when they are waiting for a response from the lead.
In the settings, in the instructions field, you must specify how the agent should engage with the lead — for example, whether to use a specific form of address, make some personalized reference, or remind relevant information. The Limit by Condition, part defines under which criterion this engagement should not occur, considering the context of the service and/or the lead's fields.
Agent Skills.
Active Engagement Settings.
The Active Engagement skill will only work if the lead sends at least one message to the agent.
Testing Skill
As the following example shows, after 30 minutes of inactivity by the lead, they received the two previously configured engagement messages.
