Automatic Conversation Closure in Atom
In this article, we explain why agents may not see conversations from previous days in Atom. We show you how to review and adjust this setting to extend visibility according to your needs.
Automatic Conversation Closure facilitates the cleaning of Expired Conversations and Outgoing Conversations trays, helping your Agents focus on tracking the most recent conversations and providing better visibility of them.
❓Frequently Asked Question or Initial Context
It is common for support agents to try to review conversations from previous days in Atom, but find that they can only see the conversations from the current day. This problem usually occurs due to a default setting in the Atom system that automatically closes and hides conversations after a certain time.
WhatsApp: 1 day
Web Plugin: 1 day
Facebook: 7 days
Instagram: 7 days
Telegram: 7 days
Email: 7 days
Twitter: 7 days
Therefore, once the conversations expire, they move from the Active Conversations tray to the Expired Conversations tray, and from that moment the closing time is calculated. Subsequently, the conversations will be cleaned automatically. From Atom, a reasonable time of23 daysand a system typing (Automatic conversation closure) are set by default to carry out the process of cleaning the Expired Conversations and Outgoing Conversations trays, which is completely configurable by the Administrator.
NOTE:If a client responds to a conversation that is in the Expired Conversations or Outgoing Conversations tray, this reactivates the attention process, and this conversation returns to the Active Conversations tray, eliminating the process of calculating the time established for its closure.
🛠 Troubleshooting: Step by step to understand the scenario
TheAdministrator is the only one who has the necessary permissions to configure the automatic closure of conversations.
Check the automatic conversation closure settings:Go to theConfigurationmodule in the administration panel.Go toConversationsand then toPreferences.Find theAutomatic conversation closureoption, set the desired time for cleaning the Expired Conversations tray, according to the needs of your company (by default, the time is2 days).Select the positive or negative end typing for automatic closure, if necessary.Save the changes made.
Go to theConfigurationmodule in the administration panel.
Go toConversationsand then toPreferences.
Find theAutomatic conversation closureoption, set the desired time for cleaning the Expired Conversations tray, according to the needs of your company (by default, the time is2 days).
Select the positive or negative end typing for automatic closure, if necessary.
Save the changes made.
Increase the automatic closing time:If agents need to review older conversations, you can increase this time to keep conversations open for more days.To do this, adjust the time to a higher value according to your needs (for example, 7 days, 10 days, etc.).
If agents need to review older conversations, you can increase this time to keep conversations open for more days.
To do this, adjust the time to a higher value according to your needs (for example, 7 days, 10 days, etc.).
Check the assignment of conversations:Verify that the conversations are being correctly assigned to the agents.If the conversations are assigned to an agent after a long period, make sure that theautomatic closureis not interfering with the visibility of these interactions.
Verify that the conversations are being correctly assigned to the agents.
If the conversations are assigned to an agent after a long period, make sure that theautomatic closureis not interfering with the visibility of these interactions.
How to configure automatic closure
Select theConfigurationmodule > Conversations > Preferences
Go to theAutomatic conversation closuresection.
Set the time in which you want the Expired Conversationstray to be cleaned. Currently, the default time set is 2 days, which is the minimum time, and the maximum time is30 days, and you can modify this value according to the volume of traffic and needs you have in your company.
Select the positive or negative end typing with which you will configure the automatic closure of expired conversations, if you wish. Remember that the system typingAutomatic conversation closureis configured by default.
Click on the "Save" button.
How to configure the cleaning of Outgoing Conversations?
Set the time in which you want the Outgoing Conversationstray to be cleaned. In the same way as with the configuration of closing Expired Conversations, you can set a minimum time of1 dayand a maximum time of30 days.
Select the positive or negative end typing with which you will configure the automatic closure of outgoing conversations, if you wish. Remember that the system typingAutomatic conversation closureis configured by default.
Click on the "Save" button.
✅Possible solutions
Adjust the automatic closing time:If the time of 2 days is not enough for your needs, you can extend it. For example, if conversations need to be stored for 7 days, adjust the automatic closure to reflect this change.
If the time of 2 days is not enough for your needs, you can extend it. For example, if conversations need to be stored for 7 days, adjust the automatic closure to reflect this change.
Use labels to prioritize certain conversations:If certain cases or conversations need to be kept open longer (for example, follow-up cases or VIP clients), a special label can be used so that those conversations do not close automatically.
If certain cases or conversations need to be kept open longer (for example, follow-up cases or VIP clients), a special label can be used so that those conversations do not close automatically.
Reopen archived conversations:If the conversations have already been closed automatically, you will have to do a manual review or use the advanced search filter to recover the necessary conversations.
If the conversations have already been closed automatically, you will have to do a manual review or use the advanced search filter to recover the necessary conversations.
📝Additional notes
Default automatic closure: Atom automatically closes conversations that are more than2 daysof inactivity. This setting can be modified, but it is important to keep in mind that a longer closing time could affect the efficiency in managing the inbox.
Visibility limitations: When a conversation closes, it is automatically hidden from the agent's view. If it is necessary to review closed conversations, it is possible to reconfigure the closing time or look for alternative solutions, such as manually reactivating conversations.
💼Practical example or use case
Imagine that a support agent,Carlos Pérez, is trying to review a conversation with the clientJuan Gonzálezfrom 4 days ago. However, Carlos cannot see the conversation, since, by default, conversations are automatically closed after 2 days.
Solution:Carlos accesses the administration panel, navigates toConfigurations > Conversations > Preferences, and adjusts the automatic closing time to7 days. Then, you can search for closed conversations within that period to review them.
📞When to contact support?
If after adjusting the automatic closing time:
The problem persists and the conversations do not appear despite having correctly adjusted the time,
If the agent is still unable to view previous conversations that should not have been closed,
Or if the system presents unusual behavior when displaying the conversations,
Contact supportproviding the following information:
Detailed description of the problem.
Screenshot showing the automatic closing settings.
Name of the affected agent and example of the conversation that cannot be viewed.