Managing Idle and Unresponsive Chats – Investigation and Follow-Up 

Objective:

To ensure that customer chats, even if unresponsive or disconnected, are not prematurely closed. CX Ambassadors are required to investigate unresolved inquiries and provide a resolution or documented next step—regardless of whether the customer remains active in the chat. 

1. Definition of an Idle or Unresponsive Chat

An Idle Chat is defined as a session where the customer has not responded for over one minute, while the issue remains open, unclear, or pending resolution.

A Disconnected Chat refers to sessions where the customer exits or times out without confirming resolution, and no final message or clear context has been provided.

2. Required Actions After Chat Becomes Idle or Disconnected

Once the customer is inactive or the chat disconnects without resolution, agents are required to begin the following investigation immediately, before marking the interaction as complete.

3.1. Search Customer Information

• Search using the customer's full name, phone number, or email address.

• Review all existing and previous cases across channels (Chat, WhatsApp, Phone, Email).

• Identify:

  • Unresolved tickets

  • Repeated or escalated issues

  • Any contact attempt within the past 48 hours
    
    

3.2. Cross-Channel Verification

• Check for duplicate or related requests across:

  • WhatsApp

  • Call Center logs

  • Email submissions (if applicable)

• If another active conversation exists, document and escalate appropriately. Do not duplicate efforts or provide conflicting information.
  
  

3.3. Review Customer Policy via Admin Portal

• Access the policy tied to the customer via the internal Admin Portal.

• Verify:

  • Payment status

  • Claims in progress

  • Required actions (e.g., document upload, pending signature)

  • Any flags, cancellations, or unresolved errors

4. Resolution and Follow-Up (Post-Investigation)

Regardless of customer responsiveness, the agent must provide an outcome or next step.

4.1. If the Chat Window Is Still Open

Send a closing message with the result of your investigation:

"Hi [Customer Name], I reviewed your information and here’s what I found:
[Insert findings/resolution]. If you need any further help, feel free to reply here anytime—I'll be happy to assist!"

4.2. If the Chat Has Ended or Cannot Be Reopened

If contact information is available, the agent must initiate a follow-up on one of the approved channels (WhatsApp)

WhatsApp Template (if available):

"Hi [Customer Name], following up on your recent chat with us on Shory. I checked your case and here’s what I found: [Insert resolution or guidance]. If you have questions, just reply here and we’ll be glad to help."

2. Timed Follow-Ups (While the Chat is Still Open)

Agents must follow this scripted cadence without exception:

After 1 Minute of No Response

"Just checking in—are you still with me?"

After 2 Minutes of No Response

"I haven’t heard from you yet, but I’d love to assist! Let me know whenever you’re ready."

After 3–4 Minutes of No Response

"It looks like you might be busy. No worries!, I’ll go ahead and check your details and get back to you shortly."

After checking the details and history

Send an update to the customer if any history is found—Close the chat.

Important:

• Do not close the chat without these follow-ups.

• All follow-up messages must be sent manually by the agent.

• If macros/templates are used, ensure they are adapted to the context.

6. Non-Compliance and Escalation

The following behaviors are considered violations of this SOP:

• Closing a chat without performing a documented investigation

• Failing to send the three follow-up messages during the idle period

• Marking a case as "Resolved" without offering a solution or next step

• Not checking available tools

• Ignoring customer history or related cases