Auto-Close After Handoff

Automatically close the chat widget after a conversation is transferred to a human agent.

This example shows how to automatically close the chat widget after a conversation has been transferred to a human agent. This is useful for cleaning up the UI once support handoff is complete.

What You'll Learn

Listen for the ticket:agent_handoff event
Use closeTicket() to end the conversation
Use close() to hide the widget

Use Case

When a customer is transferred to a human agent, you may want to:

Keep the widget open briefly so the user sees the confirmation
Automatically close the widget after a delay
Start fresh for the next interaction

This prevents abandoned chat widgets from cluttering the screen after support handoff.

Prerequisites

Alhena SDK installed on your website
Helpdesk integration configured (Zendesk, Freshdesk, etc.)

Code Example

<!DOCTYPE html>
<html lang="en">
<head>
    <meta charset="UTF-8">
    <meta name="viewport" content="width=device-width, initial-scale=1.0">
    <title>Auto-Close Example</title>
</head>
<body>

<h1>Support Page</h1>
<p>Click the chat widget for assistance.</p>

<!-- Alhena SDK -->
<script>
document.gleenConfig = {
    company: 'your-company-key',
    apiBaseUrl: 'https://app.alhena.ai'
};
</script>
<script src="https://app.alhena.ai/sdk/gleenWidget.js"></script>

<!-- Auto-close logic -->
<script>
window.gleenWidget.on('ticket:agent_handoff', function(data) {
    console.log('Handoff complete. Ticket ID:', data.ticketId);

    // Wait 60 seconds, then close
    setTimeout(function() {
        window.gleenWidget.closeTicket(); // End the conversation
        window.gleenWidget.close();        // Hide the widget
    }, 60000);
});
</script>

</body>
</html>

How It Works

Event fires: When a user submits their email and a ticket is created in your helpdesk, the ticket:agent_handoff event fires
Delay: We wait 60 seconds (configurable) to give the user time to see the confirmation
Close ticket: closeTicket() ends the current conversation, preparing the widget for a new conversation
Hide widget: close() minimizes the widget

Customization

Change the delay

Adjust the timeout value (in milliseconds):

setTimeout(function() {
    window.gleenWidget.closeTicket();
    window.gleenWidget.close();
}, 30000); // 30 seconds instead of 60

Show a notification before closing

window.gleenWidget.on('ticket:agent_handoff', function(data) {
    // Show a custom notification
    showNotification('Your ticket has been created. A support agent will contact you via email.');

    setTimeout(function() {
        window.gleenWidget.closeTicket();
        window.gleenWidget.close();
    }, 60000);
});

If you want to close just the ticket but keep the widget visible:

window.gleenWidget.on('ticket:agent_handoff', function() {
    setTimeout(function() {
        window.gleenWidget.closeTicket(); // Only close the ticket
        // Widget stays visible, ready for new conversation
    }, 60000);
});

Events Reference - Full event documentation
Human Handoff Widget - Switch to external support widget
JavaScript API - Complete method reference

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Last updated 5 months ago