Setting Conversation Rules in Instant Messaging
In this article, we will cover the two conversation rules—the auto-close timer and the business hours—that can be applied to chats to increase your team's efficiency.
Auto-close Conversations
Businesses can help agents effectively manage their functional connections list by configuring conversations to close automatically after being inactive for a pre-configured amount of time.
Why opt for Auto-close feature?
• This feature will allow the support teams to organize their customer conversations better, so they can focus on conversations that require their undivided attention.
• You can also set this auto-close feature to close conversations where customers/agents stop responding.
• When a customer has been unresponsive: This trigger automatically handles conversations where the customer has not responded for a selected period.
• You can also set this auto-close feature to close conversations where customers/agents stop responding.
• When a customer has been unresponsive: This trigger automatically handles conversations where the customer has not responded for a selected period.
What is auto-close for messaging conversations?
The auto-close feature provides your agents a seamless experience, not seeing idle chats in their messaging inboxes.
For example, consider an agent's conversation that has been idle for over two hours; it will be automatically closed if the customer doesn't respond within the set time and will be moved to the ended conversations queue.
By configuring the auto-close feature, if customers don’t reply to a Bot initiated conversation within the specified length of time, the conversation will automatically close.
To set the auto-close timer:
1. Go to Setup ( 
) in the top bar.
2. Select the Instant Messaging channel.
3. Navigate to the Preferences section.
4. Click the Conversation Rules sub-tab.
5. Under the Auto-close Conversations accordion, select the channel for which the timer should be set.
3. Navigate to the Preferences section.
4. Click the Conversation Rules sub-tab.
5. Under the Auto-close Conversations accordion, select the channel for which the timer should be set.
6. Select the two options:
• Agent-timer: Auto-close abandoned agent conversations
• Bot-timer: Auto-close abandoned bot conversations
• Agent-timer: Auto-close abandoned agent conversations
• Bot-timer: Auto-close abandoned bot conversations
7. Select how long the bot/agent should wait before auto-closing the conversation.
8. Set the timer.
Business Hours
Organizations often accommodate multiple work schedules to serve customers from diverse regions effectively or operate globally from various offices. This allows them to conduct business internationally and establish a strong global presence with an expansive reach.
Typically, organizations maintain customer support teams that work across different time zones to ensure timely customer assistance. Careful scheduling of work hours is crucial to manage customer inquiries effectively, escalations, and any potential delays caused by support staff unavailability.
Instant Messaging allows organizations to define business hours, enabling them to assign proactively and address customer queries.
Typically, organizations maintain customer support teams that work across different time zones to ensure timely customer assistance. Careful scheduling of work hours is crucial to manage customer inquiries effectively, escalations, and any potential delays caused by support staff unavailability.
Instant Messaging allows organizations to define business hours, enabling them to assign proactively and address customer queries.
To set the business hours:
1. Go to Setup ( 
) in the top bar.
2. Select the Instant Messaging channel.
3. Navigate to the Preferences section.
4. Click the Conversation Rules sub-tab.
5. Under the Business Hours accordion, select the channel for which the operating hours should be set.
6. Select one of the defined business hours.
Learn more about setting up offline messages under conversation rules to let your customers know when you're away.
The selected business hours will be applied for the chosen messaging channel.
Deactivating business hours
To deactivate a business hour:
1. Go to Setup ( 
) in the top bar.
2. Select the Instant Messaging channel.
3. Navigate to the Preferences section.
2. Select the Instant Messaging channel.
3. Navigate to the Preferences section.
4. Click the Conversation Rules sub-tab.
5. Click on Business Hours.
5. Click on Business Hours.
6. Under the Business Hours accordion, select the channel for which the operating hours should be deactivated.
7. Select the option none under business hours.
The business hour will be deactivated for the chosen channel.
Read a feature story - Automatically close abandoned conversations
Access your files securely from anywhere
Zoho CRM Training Programs
Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.
Zoho DataPrep Personalized Demo
If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.
- Zoho Workerly Home
- Forums
- Connect With Us:
- Zoho Recruit Home
- Forums
- Connect With Us:
New to Zoho Writer?
Create. Review. Publish.
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.
New to Zoho Survey?
Zoho Sheet Resources
Zoho Forms Resources
New to Zoho Sign?
Zoho Sign Resources
Sign, Paperless!
New to Zoho TeamInbox?
Zoho TeamInbox Resources
New to Zoho ZeptoMail?
Design. Discuss. Deliver.
New to Zoho Workerly?
New to Zoho Recruit?
New to Zoho CRM?
New to Zoho Projects?
New to Zoho Sprints?
New to Zoho Assist?
New to Bigin?
Related Articles
Auto-Close Conversations (Bot & Agent)
The Auto-Close Conversations feature helps businesses efficiently manage inactive chats across multiple channels, including WhatsApp, Telegram, Business Messenger, LINE, WeChat, Facebook Messenger, and Instagram. Why Auto-Close Conversations? ...Introduction to Instant Messaging
Instant messaging (IM) enables you to connect with your customers on the messaging apps they use, such as WhatsApp, Telegram, Facebook Messenger, and more. This feature consolidates customer conversations from various platforms into one unified ...Configure Welcome Messages in Instant Messaging Inbox
Welcome messages are your first opportunity to create a positive and professional impression when customers start a chat. This guide will help you set up and manage welcome messages in your Instant Messaging (IM) channels. What you will achieve with ...FAQs: Instant Messaging
Why can't I send Canned Messages? The Auto-ticket conversion must be switched On. Why? Because the canned message contains placeholders from the Agents & Contacts module. Navigate to Instant Messaging > Preferences > Check_lists to Switch On the ...Measuring Customer Happiness in Instant Messaging
Getting genuine, useful feedback after a chat support interaction shouldn’t feel forced for you or your customers. With Zoho Desk, you can gather honest feedback without interrupting the conversation flow. This guide covers how Customer Satisfaction ...
New to Zoho LandingPage?
Zoho LandingPage Resources