Idle Protocol

 Idle Protocol

 Messaging (Chat / WhatsApp)

• After the last agent message, wait 2 minutes for the client’s reply.

•  If no response after 2 minutes → send a reminder message to re-engage the client.

• Wait an additional 2 minutes after the reminder.

• If the client still does not respond:
  → Update the ticket field “Idle Customer” = Yes.
  → Document the case nature that the client inquired about
  → Mark the ticket as Solved.

 Calls

1️ Wait for 5 seconds while keeping the line open.

2️ Politely prompt the customer, e.g.:

“Hello [Client Name], are you still there?”

3️ If no response, wait an additional 5 seconds.

4️ Make a final prompt, e.g.:

“I’ll end the call now since I’m not getting a response. You can always reach us back, and we’ll be happy to assist when you’re available.”

5️ After a total of 15 seconds of silence (2 prompts) with no reply, the agent may end the call. 

 Emails

• When awaiting the client’s response, mark the ticket as Pending.

• The system will send automatic follow-up emails to the client for 3 consecutive days.

• If the client does not reply after 3 reminders, the ticket will automatically be marked as Solved (Auto-Closed)