Where are expired conversations located in Atom?
In this article, we explain what happens when a conversation expires due to inactivity and where you can view it.
❓Frequently asked question or initial context
In Atom, conversations may 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 conversation expiration:Conversations expire after a period of inactivity that varies by channel:WhatsApp: 1 dayWeb Plugin: 1 dayFacebook, Instagram, Telegram, Email, Twitter: 7 days
Conversations expire after a period of inactivity that varies by channel:WhatsApp: 1 dayWeb Plugin: 1 dayFacebook, Instagram, Telegram, Email, Twitter: 7 days
WhatsApp: 1 day
Web Plugin: 1 day
Facebook, Instagram, Telegram, Email, Twitter: 7 days
Location of expired conversations:Once a conversation expires, it is automatically moved from the "Active Conversations" tray to the "Expired Conversations" tray.
Once a conversation expires, it is automatically moved from the "Active Conversations" tray to the "Expired Conversations" tray.
Automatic closing of conversations:Atom defaults to a reasonable time of 2 days for the automatic closing of expired conversations, a process that is fully configurable by the Administrator.
Atom defaults to a reasonable time of 2 days for the automatic closing of expired conversations, a process that is fully configurable by the Administrator.
✅Possible solutions
Review the automatic closing settings:Go to the module ofConfigurations > Conversations > Automatic closing of conversations.Adjust the closing time according to the needs of your company.
Go to the module ofConfigurations > Conversations > Automatic closing of conversations.
Adjust the closing time according to the needs of your company.
Monitor conversation trays:Regularly check the "Expired Conversations" and "Outgoing Conversations" trays to properly manage interactions.
Regularly check the "Expired Conversations" and "Outgoing Conversations" trays to properly manage interactions.
📝Additional notes
It is important for agents to be informed about how expired conversations are managed to avoid confusion and ensure efficient customer service.
💡Practical example or use case
Situation:The agent "María Fernández" sent a message via WhatsApp to a client. After 24 hours without a response, the conversation expired. María looks for the conversation in the "Active Conversations" tray but cannot find it.
Solution:María should go to the "Expired Conversations" tray to view and manage the conversation.
📞When to contact support?
If after checking the corresponding trays you do not find a conversation that should be available, or if you observe unusual behavior in the management of expired conversations, it is advisable to contact the Atom support team for a more detailed review.