Chat Configuration
The Chat Configuration page allows you to configure how conversations are handled in your workspace. These settings control when conversations are automatically resolved, when they are finalized, and how chat read statuses work for your team. You can access this menu from Settings > Config.
Chat Configuration Overview
The Chat Configuration page is divided into two sections: Chat Resolution Timing and Chat Read Status Setting. After making changes, click the Save button at the bottom of the page to apply your settings.
Chat Resolution Timing
These settings control the automatic lifecycle of conversations, helping you keep your inbox organized without manual intervention.
| Setting | Description | Default |
|---|---|---|
| Time Until Auto-Resolved | The amount of time (in seconds) a conversation can remain idle before it is automatically resolved. When a conversation has no new messages for this duration, it is marked as resolved. | 86400 seconds |
| Time Until Finalized After Resolution | The amount of time (in seconds) after a conversation is resolved before it is finalized. Once finalized, the conversation is closed and archived. | 600 seconds |
Start with the default timing values and adjust based on your team's experience. If customers frequently follow up after resolution, consider extending the finalization timer to make it easier for them to continue the conversation.
Understanding the Conversation Lifecycle
- Active — A conversation has ongoing messages between the customer and agent or bot.
- Idle — No new messages are sent. The auto-resolve timer starts counting.
- Resolved — After the idle period reaches the configured threshold, the conversation is automatically resolved. The conversation can still be reopened by the customer or a human agent.
- Finalized — After the post-resolution period elapses, the conversation is finalized and archived, also can no longer be reopened.
Adjusting Timing Values
- Shorter auto-resolve time — Use a shorter value (e.g., 3600 seconds / 1 hour) if your conversations are typically brief and you want to keep the inbox clean.
- Longer auto-resolve time — Use a longer value if your conversations span multiple days and you want to avoid premature resolution.
- Post-resolution window — The finalization timer gives customers a window to reopen the conversation after it is resolved. Adjust this based on how often customers follow up after initial resolution.
Chat Read Status Setting
This setting controls how chat read statuses are tracked across your team.
| Option | Description |
|---|---|
| Global | When any agent reads a conversation, it is marked as read for all agents in the workspace. This reduces duplicate attention on the same conversation. |
| Individual | Each agent has their own read/unread status for every conversation. A conversation is only marked as read for the agent who opened it. |
Toggle between Global and Individual based on your team's workflow:
- Use Global when your team works collaboratively on a shared queue and you want to avoid multiple agents reviewing the same conversation.
- Use Individual when agents manage their own conversations and need to track their personal read status independently.
