15-second delay for case Trigger causing duplicate Responses
CS

Colleen Slyne

Published:

08/07/25 12:09 PM

10 views

1

10

hi team - I'm trying to help untangle a support response (Case #2729632), where they see that that user requested to speak to an agent, and then was asked the same question again. 

 

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Supported pointed to this delay within the Case Maker Rule (screenshot) as the reason this happened, and suggested lowering the threshold to 1-3 seconds. I see how to make the change. But I don't actually understand why we would include a delay at all, and what the delay is actually intending to solve?

 

image

This is apparently also leading to some confusion around where bot responses are coming in in a strange order & frustrating users trying to get responses. See below. I'm looking for clarity on this as well. 

Service Product Office Hours Group
Customer Experience
customer service

Question

Updated

3 days

 

Comments

  • A

    Amal Amaze🌟

    6 days

    ago

    11/08/2025

    Casemaker Execution Logic at present

    The Case maker rule will execute via Scheduler Queue and on instances when the scheduler engine fails, the same Case maker executes as Standard Rule

    1. Scheduler Queue “Run Case maker” Added to Inbound Rule “Add Eligible Messages to Case Maker”
    2. Case maker rule work as an on demand rule
    3. Same Case-maker work as standard case maker rule if there’s no Scheduler engine case maker rule running after 10sec
    4. Rule Running Via Trigger determines whether the case maker run as on demand or standard 

     
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