🛑 Types of Conversation Closure in Atom
To ensure orderly management and prevent your inboxes from becoming saturated, it is essential to understand how and why an interaction ends. Atom handles two main types of closure: flow end and automatic.
1️⃣ Closure by Flow End
This closure occurs naturally when the user gets the answer they were looking for and ends their interaction with the chatbot.
How does it work? To achieve this, within your FlowBuilder you must use a message component with farewell text followed by the "Flow End" node.
Benefit: Provides a clear conclusion to the conversation, preventing the user from feeling trapped in an endless cycle within the bot.
2️⃣ Automatic Conversation Closure
It is a cleanup process that establishes an inactivity time limit. If the customer stops responding, the system closes the conversation automatically to keep the platform efficient.
The process has two stages:
Expiration: The inactive conversation moves from the Active inbox to Expired (or Outgoing). The expiration time depends on the channel:
Communication Channel | Expiration Time |
WhatsApp and Web Plugin | 1 day |
Facebook, Instagram and Email | 7 days |
Final closure: Once in the Expired inbox, the countdown for automatic cleanup begins. By default, Atom waits 2 days before closing the chat and assigning it the classification "Automatic conversation closure".
⚙️ How to Configure Automatic Closure
The account Administrator can adjust cleanup times according to the company's volume and needs by following these steps:
Access the Settings module.
Select the Conversations option.
Go to the Automatic conversation closure section.
Set the desired time for inbox cleanup (e.g., change from 2 to 5 days).
Select the classification (positive or negative closure) that will be applied when this automatic closure is executed.
Click Save to apply the changes.
Keep your operation flawless! 🚀
Understanding and correctly configuring the types of closure ensures that customers have a natural exit from the bot and that your advisors do not work in inboxes saturated with inactive chats. Adjust your preferences and improve your team's efficiency. ✅