Closing rules and inactivity auto-close
Who this is for: whoever manages the account.
What it is for
A good agent does not just answer: it also knows when to end the conversation. This keeps your inbox clean and your metrics real.
Closing rules
Close when...
Check the conditions that allow closing:
- The customer confirms the question was resolved.
- There is a friendly goodbye ("thanks, that's all", "see you").
- After offering "anything else?" and getting a negative answer.
- Other criteria: add your own, one per line.
Do not close if...
These are safety rules that are always active to avoid premature closing:
- The customer keeps asking questions.
- A tool failed and the request could not be resolved.
- The conversation is being handled by a person.
- Other blocks: add your own, one per line.
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Important:The "do not close" rules take priority. Even if a closing condition is met, if a block is active the agent does not close.
Inactivity auto-close
When the customer stops replying, the agent can send a follow-up and, if there is still no reply, close on its own. It is set with two times, in minutes, which are saved on the agent:
- Time before check-in: how much silence to wait before the agent sends a follow-up message (e.g. "Are you still there? Need anything else?"). If you leave it empty, auto-close is disabled.
- Time before forced close: how long to wait after the check-in with no reply before closing the conversation.
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Note:You can turn off inactivity auto-close at any time; both times become disabled. The conversation also shows who closed it (the agent, a person or the automatic close).
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Tip:A common pattern: check-in after 5 minutes of silence and forced close 10 minutes later. Adjust it to your business.
Common mistakes
- Expecting the agent to close a conversation that is queued or with a person: it does not.
- Very short times in businesses where customers take a while to answer.