Introduction

The Inactivity Nudge feature in Journey Builder enables businesses to maintain user engagement during a conversation. By sending automated nudge messages when users are inactive, businesses can ensure that important interactions continue until the desired goal, such as capturing a lead, is achieved. These nudges can be configured based on specific time intervals and frequencies, offering flexibility in managing user engagement.

Key aspects of this feature include

The inheritance:

Bot-Level Inactivity Nudge:
The nudge can be set at the bot level, where it monitors user inactivity during any conversation. The nudge is triggered if a user remains inactive after receiving a message from nodes awaiting user responses, such as prompt nodes, list messages or quick replies. Designers can enable this feature via the bot settings and configure multi-language messages.

Journey-Level Inactivity Nudge:
This allows bot designers to customize inactivity messages at the journey level. Journey settings inherit configurations from the bot settings by default but can be customized further. This flexibility ensures that nudges are aligned with specific journey goals.

Node-Level Inactivity Nudge:
Node-specific nudges can be set within journeys, allowing designers to control nudges based on individual nodes. For instance, prompts or user input nodes like free text or quick replies can have custom inactivity messages. If a timeout is set on a node, inactivity nudges will be disabled for that node.

Frequency and Timer Control:
Designers can control the frequency of inactivity nudges (up to 3 nudges) and set timers for when the messages should be sent. The default inactivity timer is set to 5 minutes, with a maximum of 23 hours. Cumulative nudging time must remain within 23 hours to ensure compliance with messaging policies like WhatsApp's UIC window.

How to Use

Enabling Bot-Level Inactivity Nudge:

Navigate to Bot Settings and toggle the inactivity nudge feature on.
Set the inactivity timer and input a message for the nudge. The timer can range from 5 minutes to 23 hours.
Optionally, configure messages in multiple languages by selecting the desired language from the dropdown.

Configuring Journey-Level Nudge:

In Journey Settings, the nudge configuration can inherit the bot-level settings or be customized for specific journeys.
If the bot-level nudge is off, enabling it for the journey will show a warning that the bot settings are disabled.
You can modify the inactivity message and timing for journey-level nudges according to business requirements.

Node-Level Nudge Settings:

Each wait-for-response node will inherit the journey settings by default but can be customized further.
If a prompt node has a timeout, inactivity nudges will be disabled for that specific node.
The message can be edited to fit the context of each node.

Use Cases

Recovering Abandoned Conversations

Scenario: An e-commerce business wants to ensure users complete their purchases after they’ve added items to their cart but stopped engaging with the bot.
Benefit: By setting up inactivity nudges, the bot can remind users to return and complete their checkout process, helping recover lost sales and reducing cart abandonment rates.

Lead Generation Follow-Ups

Scenario: A real estate company uses a bot to collect lead information during property inquiries. Sometimes, users stop responding midway through the process.
Benefit: With inactivity nudges, the bot can send reminders prompting users to finish submitting their details, improving lead capture rates for the business.

Appointment Reminders

Scenario: A healthcare provider schedules patient appointments using a conversational bot, but some patients forget to respond or confirm.
Benefit: Inactivity nudges allow the provider to send reminders, encouraging patients to confirm or reschedule their appointments, thereby reducing no-shows.

Customer Feedback Collection

Scenario: A service-based company sends feedback surveys via chatbot after each customer interaction but struggles with low response rates.
Benefit: With inactivity nudges, the bot can remind users who have not yet provided feedback, increasing overall survey completion rates and providing the business with valuable insights.