This article explains why some conversations close automatically and are recorded under the classification "Automatic conversation closure", clarifying that this is a system configuration to maintain the operability of inboxes.
❓ Frequently asked question or initial context
You may have noticed that certain conversations in Atom close without manual intervention. This is not an error, but a programmed behavior of the platform to prevent saturation of inactive chats. Here we explain how to identify it and adjust it according to the needs of your operation.
🤓 Explanation
Within Atom, you can configure automatic closure or classification after a certain amount of time since the conversation has expired (either because the customer did not respond or the agent did not follow up). This allows advisors' inboxes to remain clean and focused only on interactions that are actually active.
⚙️ Troubleshooting: Step by step
If you observe conversations closed automatically, follow these steps to validate the configuration:
Access the Settings > Conversations module in Atom.
Click on "Preferences" (usually located in the upper right).
Look for the "Automatic conversation closure" section.
Validate the time configured for closure (for example, 2 days after expiration).
Confirm if the classification assigned for this event corresponds to "Automatic conversation closure" or another of your choice.
✅ Possible solutions
Adjust the automatic closure time: You can modify the number of days or hours after expiration so that closure occurs sooner or is delayed, according to your company's policies.
Monitor inactive conversations: Implement internal processes to manually review chats that are in the "Expired" inbox before the system executes the final closure.
Avoid generic manual closure ("X"): Instruct agents to use the correct manual classifications instead of closing the chat with the "X", which helps differentiate closures by management from closures due to inactivity.
📝 Additional notes
Custom classification: Although the default option is "Automatic closure", you can change it in the settings and select any other classification from your catalog (such as "Negative end due to lack of response") so that your reports are more accurate.
Keep your workspace impeccable! 🚀
"Automatic conversation closure" is not an error, but your best ally to prevent inactive chats from saturating your operation. Remember that this behavior is 100% customizable: you can adjust the wait time or even change the classification name so that your reports reflect exactly what your business needs. Clean inboxes, focused advisors! ✅