Silent Messages

Salted CX detects messages that are silent (greetings, thank you) at the end of the conversation. This prevents unnecessary reopening the conversation.

Your Logic

Your Logic still receives every message, even when they are silent. Every turn and trigger contains flag that indicates whether the message is silent. Your Logic can respond in any way you want. You can use silent attribute to quickly decide whether and how to respond to such messages.

{
	"trigger": {
		"type": "MESSAGE",
		"silent": true 
	},
	
	"turns": [
		{
			"type": "MESSAGE",
			"silent": true
		}
	]
}

Silent messages have however the following behavior:

• When Your Logic is not available the conversation is not marked as ask for help

• When Your Logic encounters an error the conversation is not marked for help

Live Conversations

In Live Conversations the silent messages have the following impact:

• Agents are not notified by sound

• Agents are not notified in the browser tab

• The indicator that shows there is something new in the conversation is smaller