Context:

We’re building Intents for common request types (e.g., employee onboarding/termination, software/license requests, etc.). These need to go through our end-user portal since we have specific required fields.

Currently, we’ve instructed the AI in the Intent to direct the user to the portal. This works well — but if the user never responds, the system defaults to: “Seems like you’re away, I’ll have a tech reach out” and then escalates the ticket to our team.

Problem:

For these types of requests, escalation isn’t helpful — the whole point is that the user needs to submit via the portal. This ends up creating unnecessary tickets for our technicians to triage manually.

Proposed Feature:

Add an option within Intents to:

Automatically close the ticket if the user doesn’t respond within a set timeframe (e.g., 5–10 minutes).

Ideally configurable per Intent, since not all scenarios should behave this way.