Your inbox called; it wants less clutter

Inbox full of ghosts? Let Auto-Close do the haunting.

Ever stared at your support inbox wondering why half the chats are just… sitting there? No reply, no closure, just hanging like unread messages from a advertising company.

Let’s fix that.

With Auto-Close, you can set a timer to close inactive conversations automatically. It keeps your inbox clean and helps your team stay focused on what matters.

What is Auto-Close? 

Think of it like the support team’s version of putting the dishes away after dinner.

When a conversation goes quiet (no response from the customer), Auto-Close steps in, waits for a set time, and wraps it up for you. You decide how long is “too long.” Could be 10 minutes. Could be 24 hours. Either way, once the clock runs out, Auto-Close quietly shuts the door. No mess. Just a cleaner inbox.

Why use Auto-Close?  

Save your team’s time. No more manually closing chats that have gone cold.

Set expectations. A clear close message shows customers you’re not ignoring them, you’re just staying efficient.

Stay compliant. Platforms like WhatsApp only allow replies within 24 hours. Auto-close helps you stick to the rules.

Spot trends. Auto-closed chats give you insights into where customers drop off.

Learn more: Auto-Close Conversations (Bot & Agent)

Auto-Close isn’t a one-size-fits-all feature.

You can adapt to the platform, the agent, and even the bot.

Let’s break it down:

You’ve got a WhatsApp chat going. The customer asks something, and your agent replies. But then… silence. You’ve set the auto-close timer to 30 minutes. The countdown begins. If the customer doesn’t respond by then, poof! The conversation closes.

For bots, the clock starts as soon as they send a message. You can choose from presets like 5, 10, 15 minutes or 24 hours. If the user doesn’t reply, the bot closes the chat.

Different businesses, different beats.

Let’s say you run:

• An e-commerce store: Sometimes it's clear people want quick answers to specific questions like “Where’s my order?” or “What’s your return policy?” Use short timers like 5–10 minutes in these cases to keep your queue fresh.
  
• A SaaS company or IT support desk: Users might need time to try your suggestions. Give them breathing room with timers between 30–60 minutes.
  
• A healthcare or financial service: The stakes are higher here. A customer might pause mid-chat to check a report or talk to someone else. Use conservative timers, 60 minutes or more, and send occasional re-engagement messages like, “Still there? We’re here to help.” 

You’ve got the feature. Now make it work smarter.

• Keep WhatsApp chats within the 24-hour window.
  
• Use short timers for FAQs, longer ones when handling complex questions.
  
• Always give a gentle nudge before closing: “We’ll close this chat in 10 minutes. Reply to keep it going!”
  
• Review your auto-closed chats regularly. You might spot patterns like when people usually drop off, or which agents get longer pauses.
  

FAQ time

​

Can agents override auto-close?

Absolutely. Closed chats can be reopened anytime from the Closed section.

What if I reply just before the chat auto-closes?

The timer resets! The chat stays open as long as the conversation is active.

Can I set different timers for each channel?

Yes. WhatsApp, Messenger, LINE; you can set up timers for each to match their rules.

What happens if a chat is manually turned into a ticket before auto-close?

Let’s say a customer chats with you, and you manually convert it to a ticket before auto-close kicks in. That conversation becomes part of a new ticket. When auto-close runs later, it closes the chat thread, not the new ticket. The chat and ticket are now separate.

   

Let’s hear from you  

Do you have a sweet spot for your timers? Or a clever workaround your team uses? Maybe a bot trick that saved the day?

Share your Auto-Close success stories (or disasters turned into lessons) in the comments.

Your tweak might just be someone else’s "aha!” moment.

• Topic Participants

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