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Inactivity Trigger block

Desirée M Updated by Desirée M

The Inactivity trigger fires when a user stops replying for a set amount of time, running whatever block it's connected to.

Possible use cases

The Inactivity trigger is useful whenever a conversation goes quiet and you still want to act on it. Common use cases include:

● Re-engaging a user who stopped responding in the middle of a flow

● Sending a nurture or follow-up message after a period of silence

● Capturing partial lead data — if a user shares some details but abandons the conversation before finishing it, the Inactivity trigger can send that information anyway, instead of it being lost because the user never reached the end of the flow

● Saving data captured during an AI Agent conversation if the user drops off before the conversation ends

For example, in a lead generation bot that asks for a name, date of birth, phone number, and email before offering a special discount, you could connect an Inactivity trigger to a Send an email block. If the user goes inactive for 1 hour without finishing the flow, the trigger sends an internal notification with whatever fields the user already filled in, so the lead isn't lost even if they never complete the conversation. For a WhatsApp flow, you could connect an Inactivity trigger to a Send a Message Template block instead.

How Inactivity trigger works

The Inactivity trigger block applies to the entire flow rather than to one specific step. The Inactivity trigger block tracks user activity everywhere in the conversation, so it fires whenever the user goes inactive for the set duration, no matter where they are in the flow at that moment.

⚠️ The Inactivity trigger only runs if it's connected to another block. An unconnected Inactivity trigger has no destination, so nothing happens when the timer ends.

Setting the wait time

The Wait for dropdown sets how long the bot waits for a reply before the Inactivity trigger fires. The available durations are:

● 15 minutes

● 30 minutes

● 1 hour

● 3 hours

● 6 hours

● 12 hours

● 24 hours

The timer restarts every time the user sends a new message. Each inbound message resets the countdown to zero, so the Inactivity trigger can reset several times within the same conversation if the user replies and then goes quiet again.

Where the flow goes when the trigger fires

The Inactivity trigger always moves the user to the block it's connected to once the wait time elapses without a reply. The Inactivity trigger does not return the user to the point where they stopped replying — it always leads to the same fixed destination.

Adding Conditions blocks after the Inactivity trigger routes users to different destinations depending on where they dropped off. Without Conditions blocks, the Inactivity trigger always points to a single destination.

💬 Compatible with Web, WhatsApp, and Facebook Messenger channels.

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