In this article we explain the behavior of conversations that lose interaction and how to locate them in the system.
❓ Frequently asked question or initial context
In Atom, conversations can expire after a period of inactivity, depending on the communication channel. A common question is: Where are these conversations displayed once they have expired?
🛠️ Troubleshooting section: step by step
Understanding expiration by channel Conversations expire after a period of inactivity that varies depending on the platform:
WhatsApp: 1 day.
Web Plugin: 1 day.
Facebook, Instagram, Telegram, Email, Twitter: 7 days.
Communication Channel | Inactivity Time | Where to find it? |
24 Hours | "Expired" inbox | |
Web Plugin | 24 Hours | "Expired" inbox |
Facebook Messenger | 7 Days | "Expired" inbox |
Instagram DM | 7 Days | "Expired" inbox |
Telegram | 7 Days | "Expired" inbox |
7 Days | "Expired" inbox | |
Twitter (X) | 7 Days | "Expired" inbox |
🚫 Automatic Close: By default, after 2 days in the "Expired" inbox, Atom will close the conversation automatically.
This process is completely configurable by the Administrator.
Location of expired conversations: Once a conversation expires, it is automatically moved from the "Active Conversations" inbox to the "Expired Conversations" inbox.
✅ Possible solutions
Review the automatic close configuration: Access the Settings > Conversations > Preferences > Automatic conversation closure module and adjust the closing time according to your company's needs.
Monitor conversation inboxes: Regularly check the "Expired Conversations" and "Outgoing Conversations" inboxes to properly manage interactions and not lose track of customer service.
📝 Additional notes
It is essential that agents be informed about how expired conversations are managed to avoid confusion and ensure that the customer service flow is efficient.
💡 Practical example or use case
Situation: Agent "María Fernández" sent a WhatsApp message to a customer. After 24 hours without a response, the conversation expired. María looks for the conversation in her "Active Conversations" inbox but no longer finds it.
Solution: María should go to the "Expired Conversations" inbox to view and resume managing that conversation.
📞 When to contact support?
Contact the Atom support team if:
After reviewing the corresponding inboxes you cannot find a conversation that should be available.
You observe unusual behaviors or errors in the automatic transfer of conversations between inboxes.
Don't let your prospects go cold! 🚀
Understanding the expiration clock for each channel allows you to anticipate and take action before the service window closes. Check your expired inbox as part of your daily routine and rescue those sales that were left on pause. ✅