Track Live Chat Case Abandonment
Updated
You can track Live Chat cases that are abandoned when customers explicitly close or delete a conversation. Sprinklr provides standardized abandonment metrics and case‑level properties to help teams identify abandoned conversations, understand why a case was unassigned, and configure reporting or workflow automation when required.
A Live Chat case is considered abandoned when the customer:
Clicks the Close button to exit the Live Chat window
Deletes the conversation
Channel Custom Property
Sprinklr exposes this channel custom property Auto Unassign on Customer Abandonment. This property indicates whether the case was automatically unassigned after the customer abandoned the conversation.
Note: Access to this feature is controlled by a dynamic property (DP). To enable this feature in your environment, reach out to your Success Manager. Alternatively, you can submit a request at tickets@sprinklr.com.
Standard Case Abandoned Metric
The Auto Unassign on Customer Abandonment metric includes abandonment data for Live Chat conversations, allowing teams to track abandoned cases across channels using a consistent reporting model.
This reporting metric is available in the Service Analytics data source, under the Live Chat Additional section. For steps to configure a reporting widget, see Widget Configuration in Reporting.
Configure Rule to Auto Unassign Abandoned Cases
You can use the Auto Unassign on Customer Abandonment condition in a rule to configure whether is automatically unassigned when it is abandoned.
To create a rule, follow these steps:
1. Click the New Page (+) icon to open the Launchpad.
2. Under Sprinklr Service > Platform Modules, click Rule Engine.
3. In the top‑right corner, click Create New Rule.
4. In the New Rule window, enter the name and description for the rule.
5. Select the rule scope (Workspace or Customer).
6. In the Context dropdown, select Case Update.
7. Configure the remaining fields as required and click Next to open the Rule configuration screen.
8. Click the + icon to add a condition.
9. In the Edit Condition pane, expand the Conditions Applies To Universal Case section.
10. Configure the actions according to your requirements.
11. Save and enable the rule using the options in the bottom‑right corner.