Rekindling is a feature that schedules a predetermined message on a time delay. This is great for support teams who need to send a gentle reminder as they are awaiting a response from a customer.
How to Set Up Rekindling
Note: You must have Owner or Manager permissions to enable this feature.
- Navigate to the Settings tab
2. Click on Conversation MGMT
3. Scroll to the bottom of the options menu to “Rekindle Idle Conversations”. You can customize each channel in Avochato (SMS, Live Chat & WhatsApp)
4. Set the amount of time that you would like to elapse before the rekindle message goes out then write the message that you would like to be sent. This will be sent for every open conversation within that Inbox. The timer starts based on the last outbound message by a human.
Note: the scheduled message will only preview in the message panel one minute before sending.