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.Â
 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)