Auto-Decline Inquiries and Trip Requests Before Expiry to Protect Response Rate

Description:

Inquiries and trip requests that are not responded to before they expire can negatively affect an operator's OTA response rate. Today there is no automated safeguard, so the team must manually catch and respond to or decline pending requests before they time out in order to protect a 100% response rate.

For example, if a trip request comes in near the end of a shift and is at risk of expiring without a response, an agent has to manually decline it in time to avoid a response-rate penalty.

Requested Enhancement:

• Automatically decline inquiries and trip requests shortly before they expire (for example, about an hour before the deadline).
• Make the timing configurable so operators can set how far ahead of expiry the auto-decline triggers.
• Ensure this protects the operator's response-rate metric on the OTA.

Benefit:

Auto-declining before expiry would protect the operator's response rate automatically, removing the need for agents to manually watch for expiring requests and reducing the risk of response-rate penalties.