Nudge rules

A nudge is a delayed reminder fired when a customer is waiting on a reply from an assigned agent. CraftBot supports up to three nudges per conversation, each with its own delay, delivery channel, and escalation target.

Configuration

Settings → Nudge Rules.

Master switch

Enable nudges at the top of the page is the on/off control. When off, nothing is scheduled or fired even if entries are configured below.

Creating a nudge

1. Press + New (disabled once 3 nudges exist).
2. Delay before fire — a positive number and unit (seconds / minutes / hours). The timer counts from the moment a customer message lands on an assigned conversation. It resets on each new customer message and cancels on an agent reply.
3. Delivery channel — pick one:
   • In-app — Socket.io push to the recipient(s). Live today.
   • Email — delivered via the default email server (Settings → Email Servers). Live today.
   • WhatsApp — stored but not yet delivered (awaits Phase 6 BSP). Labelled “Not yet enforced” inline.
4. Escalate to — pick the recipient:
   • Assigned agent — the agent who owns the conversation.
   • Team supervisor — falls back to tenant supervisors if the team has none.
   • Manager — all tenant admins.
5. Templates — bilingual (English + Arabic) message body. Recipient sees the one that matches the channel’s locale.

The order of nudges in the table is the firing order. Nudge #1 fires first, then #2 after its own delay (counted again from the moment of the next customer message), and so on.

Where nudges are used

Nudges fire only when the conversation is assigned to an agent and the customer sent the last message. The runtime watches for either an agent reply (cancels the chain) or a new customer message (resets the timer for the next nudge).

Best practices

• Use a short first nudge (1–2 minutes, In-app, to the assigned agent) — most stuck conversations need a gentle prod, not an escalation.
• Reserve the third nudge for actual escalation — to the supervisor or a manager.
• Keep WhatsApp out of the chain until the channel adapter is live. The current configuration is stored for forward-compat but no message is delivered.
• Localise both templates. Customers replying in Arabic should see Arabic prompts; agents will see the English body.

Deleting a nudge

Removing a nudge cancels its future schedule, but any Bull job already enqueued for an in-flight conversation will still fire once. Edits to template text and escalation target take effect on the next scheduled fire.