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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, with "Where to continue" set to Continue in the connected flow. 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.

The Inactivity trigger also works with AI Agent flows. In a web chat where a user shares information conversationally before the conversation ends, connecting an Inactivity trigger with "Where to continue" set to Continue in the connected flow lets you save whatever the AI Agent already captured, for example to a spreadsheet, instead of losing that data if the user drops off mid-conversation.

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.
📌 The Inactivity trigger can fire up to 5 minutes after the selected wait time elapses.

Choosing where the flow continues

Choosing where the flow continues

The Where to continue dropdown sets what happens once the Inactivity trigger fires. There are two options:

● Continue in the connected flow — the flow moves permanently to whatever is connected to the Inactivity trigger, regardless of where the user was before. Use this for actions like saving captured data or closing the chat, where there's no need to bring the user back to the original conversation.

● Resume where the user left off — the trigger runs its connected blocks first, such as sending a notification, SMS, or email. If the user replies afterward, the bot returns them to where they were in the original flow before the trigger fired. If the user never replies, the conversation ends there.

Don't connect AI, Message, or Question blocks directly to the Inactivity trigger when using Resume where the user left off. Doing so may cause the agent to behave unexpectedly.
📌 When using Resume where the user left off, go to Settings > General > Second visit and select either "Always continue the conversation" or "Provide buttons to start again or continue." This is required for Resume mode to work.

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

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