3.11.5 Business Rules and Validations

• Mandatory Fields:
  • Rule: All fields related to inactivity timeout messages are required to ensure comprehensive configuration.
  • Validation: Users cannot save settings unless all required fields (Message When Agent Not Available, Waiting For Agent To Transfer Message 1, 2, and 3) are filled with valid data.
  • Error Handling: Display error messages for any missing or invalid fields, preventing the save action until resolved.
• Trigger Time Sequencing:
  • Rule:
    • The First Follow-Up Message trigger time must be less than the Second Follow-Up Message trigger time.
    • The Second Follow-Up Message trigger time must be less than the Close Conversation Message trigger time.
    • The Close Conversation Message trigger time must not exceed 59 minutes.
  • Validation: Ensure that the configured trigger times follow the above sequencing rules.
  • Error Handling: If any of the sequencing rules are violated, display an error message indicating the correct order and required constraints.
• Maximum Trigger Time for Close Conversation:
  • Rule: The maximum value for the Close Conversation Message trigger time is 59 minutes.
  • Validation: The system checks that the close conversation trigger time does not exceed 59 minutes.
  • Error Handling: If the trigger time exceeds 59 minutes, display an error message prompting the user to set it within the allowed limit.