Request to Differentiate Auto-Closed WhatsApp Conversations in SalesIQ

Request to Differentiate Auto-Closed WhatsApp Conversations in SalesIQ

Hi Zoho Support,

I’d like to raise a request related to the way WhatsApp conversations are auto-closed in SalesIQ.

Every Monday, our Sales team has to manually review each closed WhatsApp conversation from the weekend to identify which ones were automatically closed due to inactivity. This is necessary so we can reopen them using a template, as per WhatsApp API limitations.

We understand that this is the expected behavior from WhatsApp’s side. However, from the SalesIQ side, we’d really need these auto-closed conversations to be handled differently to avoid confusion with conversations that were manually closed by an operator.

Would it be possible to:

  • Leave the conversations in an “open” state, but restrict replies to template messages only?

  • Or move them to a different status, rather than “Closed”?

  • Alternatively, flag them as “Missed” conversations instead of “Closed”?

  • Even a simple solution such as automatically tagging the conversation as “Auto-closed” would help us quickly identify them.

The issue is that right now, auto-closed chats are mixed with manually closed ones, and this makes it harder for our team to spot the ones that still require follow-up — sometimes leading to missed responses.

We’d appreciate any guidance or solution you could offer to improve this flow.

Thanks in advance for your time and support.

Best regards