Conversation inactivity automation

Configure a channel to send one contextual follow-up after a visitor stops replying, close the session after a longer idle period, or use either action alone. The Agent uses the channel's knowledge workspace for these messages. Normal Agent replies can stay disabled.

Both times are total minutes since the latest visitor message. Each new visitor message starts a new idle period. For example, follow-up at 1 and closure at 2 mean the closure is due two minutes after that visitor message, not two minutes after the follow-up. When both actions are enabled, the closure value must be at least one minute greater than the follow-up value. Delivery can occur shortly after a deadline while the background check and message generation run. An expired or already closed session receives no inactivity message.

Use the application API key to update a channel owned by that application. The workspace must belong to the same application. Selecting a workspace alone does not enable a feature or incur a charge.

curl -X PUT 'https://app.chatt2.me/v1/agent/channels/APPLICATION_CHANNEL_UUID/ai' \
  -H 'x-api-key: YOUR_APPLICATION_API_KEY' \
  -H 'Content-Type: application/json' \
  -d '{
    "enabled": false,
    "workspaceId": "00000000-0000-0000-0000-000000000002",
    "inactivity": {
      "followUpEnabled": true,
      "followUpAfterMinutes": 1,
      "closeEnabled": true,
      "closeAfterMinutes": 2
    }
  }'

enabled controls normal Agent replies. The inactivity switches work independently. Send GET to the same URL to read the saved settings and inactivityMaxMinutes. The maximum is 1435 minutes for WhatsApp, Instagram, Messenger, SMS, and Web Chatt2me; Telegram allows 43195 minutes. An API key cannot configure a channel or workspace from another application.

The Agent generates each message from the conversation context. A follow-up is sent at most once per idle period. A new visitor message resets the times and permits a later follow-up. Web Chatt2me follow-ups wait for a connected visitor; if the visitor remains offline at the closure deadline, the session can close without a delivered notice.

Subscribed webhooks receive the outbound message event with payload.message.is_bot: true. Closure also emits end_chat with payload.message.reason: "inactivity". The Agent's AI service charge is applied once per session when needed, alongside applicable channel charges. See the API reference and webhook events.