There are times where your agent may receive a reaction to a message that it had sent. Humans know when it's appropriate or not appropriate to respond to these reactions. You can set up CloseBot so it knows when or when not to respond to these as well! 👏

The setup is quite simple, we will set up a custom scenario that always watches for reactions to happen and we will set up a statement to send a blank message if a reaction is detected. This is a bit of a trick... since no blank messages are allowed to be sent, if a reaction is detected, there will end up being no response.

The first step, no matter what your main job flow looks like, is to set up a new custom scenario. Custom scenarios are actions that are always watching for certain things to happen. This allows you to trigger sub-jobs to happen if this scenario is detected. In this case, we are looking for awkward instances where reactions from the contact shouldn't receive a reply.

Within the short description you'll put the following message that can be tweaked to fit your needs.

Next you'll need a statement that's set up to send a blank message if this scenario is detected. Since CloseBot isn't allowed to send blank messages, this will simply result in CloseBot not responding in this scenario.

Scenarios can be great for any case where you want to always listen for certain things to happen and take controlled action accordingly. These steps can be followed no matter what your main job flow is set up to do 😊 Take a look at the resulting test that shows the reaction would get no response!