Survey bot automatically closing the conversation

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Posted on by gauthis

Hey,

I'm encountering an issue currently.

We have our omnichannel installation setup such that when an agent hangs up on a user, they are automatically redirected to a survey bot (implicit).

However, when they are done answering the survey (takes 5 seconds), this appears to close the conversation. Which is problematic if the agent is still wrapping up, they cannot create the incident or make any further changes to the conversation...

Has anyone else experienced this? I know the old PVA bots used to have a "Hang Up" action, the new Copilots don't seem to have this, and instead have an "End Conversation" node, I wonder if that's what's causing it.

Thanks!

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SumitChavan 8 on at

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Survey bot automatically closing the conversation

Anyone facing the same issue and has found the resolution/work around for the same?