Why does Atom categorize some conversations as "Automatic Conversation Closure"?
The article explains why some conversations are automatically closed in Atom and categorized as "Automatic Conversation Closure," clarifying that it is not an error but a system setting to keep trays organized.
❓Frequently Asked Question or Initial Context
You may have noticed that some conversations in Atom close automatically and are categorized as "Automatic Conversation Closure". This may raise questions about whether it is an error or an expected behavior of the platform.
In this article, we explain why this happens, how to identify it, and what settings you can adjust to manage this behavior according to the needs of your operation.
🤓 Explanation
Within Atom, you can configure an automatic closure or automatic categorization after a certain amount of time that the conversation has expired. Whether the customer never responded or the agent never provided an answer. This allows advisors' trays to be clean and focused on conversations that are active.
⚙️ Troubleshooting: Step by step
If you see automatically closed conversations, follow these steps:
Access the Settings > Conversations module in Atom.
Click on "Preferences" (usually located in the upper right or in the settings menu).
Look for the "Automatic conversation closure" section.
Validate the time configured for automatic closure (for example, 2 days after expiration).
Confirm if the closure categorization corresponds to "Automatic conversation closure".
✅ Possible solutions
Adjust automatic closing time:You can modify the number of days after expiration for the conversation to close sooner or later, depending on your company's policies.
Adjust automatic closing time:
You can modify the number of days after expiration for the conversation to close sooner or later, depending on your company's policies.
Monitor conversations about to expire:Although there is currently no native automatic alert, you can implement internal processes to manually review inactive conversations and manage them before automatic closure.
Monitor conversations about to expire:
Although there is currently no native automatic alert, you can implement internal processes to manually review inactive conversations and manage them before automatic closure.
Avoid using the manual close button (“X”)This button can generate involuntary closures and unwanted categorizations.It is preferable to categorize the conversation correctly from the corresponding menu.
Avoid using the manual close button (“X”)
This button can generate involuntary closures and unwanted categorizations.It is preferable to categorize the conversation correctly from the corresponding menu.
📝 Additional notes
Custom categorization (suggested future improvement):The default setting is Automatic Conversation Closure but, you can change it and select another categorization (positive or negative end).
Custom categorization (suggested future improvement):
The default setting is Automatic Conversation Closure but, you can change it and select another categorization (positive or negative end).