Pre-Chat Questionnaire

Triggers automatically only after a customer sends the first message (e.g., “Hi” or “Hello”). It collects basic info such as the user's name, query type, or contact details before routing to a live agent.

Example:

• Customer sends: “Hi”

• WhatsApp4Dynamics replies:

1. Thank you for Choosing Inogic! Which product are you interested in? WhatsApp4Dynamics / Maplytics

2. “Select your query type: 🔘 Order / 🔘 Support / 🔘 Feedback”

• After all responses, a Join Confirmation message is sent:

“Would you like to connect with an agent now? Reply YES to proceed.”

If the customer responds “YES”, the chat transfers to an agent with all prior responses visible in CRM.

Response Timeout Setting

The Response Timeout Setting helps manage scenarios where a customer does not respond during the Pre-Chat Questionnaire.

In the Pre-Chat process, questions are sent to the customer one by one. Each subsequent question is triggered only after receiving a response to the previous one. The first question is sent when the customer initiates the conversation.

If the customer does not respond, the chat remains in Bot Conversation state and no further communication occurs. To handle such situations, the Response Timeout Setting allows you to define actions that should be taken after a specified period of inactivity.

Configuration Fields

1. Response Timeout

Defines the duration (in minutes) after which the timeout action will be triggered if no response is received from the customer.

2. Response Timeout Action Specifies the action to be performed once the timeout duration is reached.

Available Options:

• Restart Questionnaire The questionnaire will restart when the customer sends a new message after the timeout.

• Repeat Current Question The last unanswered question will be sent again after the timeout period.

3. Response Timeout Template Allows you to configure a template message that will be sent to the customer when the timeout action is triggered.

Example: “You seem busy. Type any message when you are available and we will restart the questionnaire.”

Behavior Summary

• The first questionnaire message is sent when the customer initiates the chat

• Each subsequent question is sent only after receiving a response

• If no response is received within the configured timeout duration:

• The selected Response Timeout Action is executed

• The configured Response Timeout Template is sent (if provided)

• The flow then continues based on the selected action

Notes:

• This setting applies only during the Pre-Chat Questionnaire flow

• Timeout is calculated from the last question sent to the customer

• Ensure that the timeout duration is configured appropriately to balance user experience and responsiveness

• Template messages should be clear and guide the customer on the next step