PrativaniChoose when conversations close by themselves
Set how long quiet conversations stay open, whether customers can reopen them, and who they return to.
These settings decide what happens to conversations that go quiet. They apply to the whole workspace.
Before you start
Go to Settings›Workspace›Conversation Lifecycle. The top of the page sums up your current settings in plain words. Change what you need, then click Save changes.
Reconnection
Section titled “Reconnection”Reconnect window (minutes): if a website chat or voice visitor comes back within this time, they continue the same conversation. WhatsApp, Messenger and Instagram always use 24 hours.
Resolution and closing
Section titled “Resolution and closing”| Setting | What it does |
|---|---|
| Auto-resolve unanswered chats after (minutes) | A chat nobody accepted is resolved after this much silence. |
| Auto-resolve accepted conversations after (hours) | A conversation a teammate took is resolved after this much silence. |
| Continuity window (hours) | After this long with no new message, the conversation closes for good. |
| Allow customer reopen | If on, a customer who writes back to a resolved conversation reopens it. |
| Show visitors when their message is read | If on, website visitors see when you’ve read their message. |
Sticky agent routing
Section titled “Sticky agent routing”Turn on Enable sticky agent routing to send a returning customer back to the teammate who helped them before. Wait for preferred agent (minutes) sets how long to wait for that teammate before offering the conversation to others.
Snooze presets
Section titled “Snooze presets”These are the times your team can pick when snoozing.
- Enter a Preset label, such as “2 hours”, and the Duration (minutes).
- Click Add preset.
You can have up to 10. Remove one with the × on it. At least one is required.
To delete closed conversations automatically after a while, see Privacy and compliance.