How to Configure User Guidance and Conversation Closure Settings for the AI Agent

This section of the AI Agent settings controls what happens at the end of a customer conversation, how long the agent waits before marking it complete, whether a survey is sent, and what automatic message the customer receives when the conversation closes.

Step 1. Set the Inactivity Timer

Define the number of minutes of inactivity after which the conversation is automatically marked as Completed. The timer starts from the customer's last response. Once that time passes without a reply, the conversation status changes to Completed.

Step 2. Add a Closing Survey (Optional)

Enable the survey option if you want to send a survey to the customer when the conversation closes. The available surveys are pulled from your published surveys in the Survey product.

If your account does not include the Survey product, a Request Demo button will appear. Click it to send a demo request to Lucidya's Customer Success team.

Step 3. Configure an Automatic Closing Message

Write an automatic reply that will be sent to the customer when the conversation is marked as Completed. This gives customers a clear signal that the conversation has ended.

Step 4. Save Your Settings

Once configured, save your changes. A save bar will appear at the bottom of the screen if any modifications have been made.

For further assistance contact Lucidya Support.