Service mode and reopening window

Who it is for: whoever manages the account

What it is for

In Settings > General you define how incoming conversations are handled.

Service mode

A switch defines what happens when a new conversation arrives on a channel that has no AI agent assigned:

AI: artificial intelligence handles it first.
Queue: it goes straight to the queue for a person to take.

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Note:If the channel has an AI agent assigned, that agent answers first regardless of this switch.

Reopening window

How long a closed conversation can be reopened if the contact writes again, instead of creating a new one. It ranges from 1 hour to 7 days; 0 disables it.

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Tip:A wide window (24 to 48 hours) avoids splitting a contact who replies late into several conversations.

Automatic close on inactivity

In the same tab you set after how many hours without a customer reply the conversation is closed. The default is 24 hours. Conversations sitting in the queue are not closed for this reason.

Voice calls

Call routing is set in Settings > Calls. For each number you choose where calls go:

To everyone.
To a specific user.
To a department.

Routing is strict: if you choose a user or a department, it rings only for them. Admins always receive calls, in addition to whoever applies. If the caller hangs up, the ringing stops for everyone. See Voice calls.