Thread Automation is key to scale operations, yet when Human agents reply to the thread having the automation interact with the thread at the same time can lead to a bad customer experience.
It is a best practice to pause automation when a human agent is replying. To allow the human to drive the conversation that they have picked up by replying manually.
For Original Coast Clothing sample experience, we can include this as a feature that will signal app developers to implement this best practice. Let's use echo webhooks coming from the Page Inbox as signal to pause automation for ~15 min messages from threads that got a manual human reply.
Note: We probably want to only ignore text based messages after human agent has sent a message while still supporting postback messages since to allow for functionality like persistent menu to continue to be available.
Thread Automation is key to scale operations, yet when Human agents reply to the thread having the automation interact with the thread at the same time can lead to a bad customer experience.
It is a best practice to pause automation when a human agent is replying. To allow the human to drive the conversation that they have picked up by replying manually.
For Original Coast Clothing sample experience, we can include this as a feature that will signal app developers to implement this best practice. Let's use echo webhooks coming from the Page Inbox as signal to pause automation for ~15 min messages from threads that got a manual human reply.
Note: We probably want to only ignore text based messages after human agent has sent a message while still supporting postback messages since to allow for functionality like persistent menu to continue to be available.