Hi,
I think the AI assistant would benefit from having a message limit function for live chats. For example, at the minute if you had a 5000 message limit, someone could come along and spam 5000 messages in live chat and this would cause the agent to respond to each one individually, blasting through all 5000 monthly message credits. This seems like a massive oversight and would require 24/7 human monitoring to ensure this didn’t happen - which is not possible for us.
Instead, I suggest you add a message limit feature, which could look like any or all of the following:
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If a user sends X amount of messages consecutively, they get a temporary block on sending new messages - like a timeout - so that the agent can respond.
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If a user is still typing the agent will refrain from answering until they have finished typing - you could then expand on this by having a system message be sent out if the user has been typing for a long time which might say something like “I can see you have been typing for X amount of time. Please send your message so that the agent can respond”. I also think it would be useful if the AI agent could read multiple message bubbles from a user and treat them as 1 and respond with only 1 message. It would detect when the user is done based on further typing or not.
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If the chat goes over a certain message limit (including user and agent messages) the chat is terminated and the user is put on a temporary cooldown - there could also be an alert to staff that a chat has exceeded the maximum limit.
Thank you