❓ Why can't agents see old conversations?
It's very common for agents to try to review a customer's history from previous days and only see interactions from the current day. This is not an error, but a system cleanup function called Automatic Conversation Closure.
To keep inboxes organized, Atom hides conversations after a period of inactivity. First, conversations "expire" according to each channel's rules:
Communication Channel | Expiration Time |
WhatsApp and Web Plugin | 1 day |
Facebook, Instagram, Telegram, Email, Twitter | 7 days |
Once they expire, they move from "Active" to the "Expired" or "Outgoing" inbox. From that point on, the automatic closure timer begins.
💡 Important Note: If a customer replies to a conversation in the Expired or Outgoing inbox, the process is cancelled immediately. The chat returns to the "Active" inbox and the closure time restarts.
⚙️ How to configure Automatic Closure (Administrators Only)
If your team needs to review older cases, an Administrator can extend the number of days a conversation remains visible before it closes completely.
Steps to configure cleanup:
Go to Settings > Conversations > Preferences.
Look for the Automatic conversation closure section.
For Expired Conversations: Set the cleanup time. The minimum is 2 days and the maximum is 30 days.
For Outgoing Conversations: Set the cleanup time. The minimum is 1 day and the maximum is 30 days.
Classification: Select the status with which these chats will be closed. By default, the system uses "Automatic conversation closure".
Click "Save".
✅ Best practices and alternative solutions
If extending the general closure time is not the best option for your inbox efficiency, apply these strategies:
Using labels to prioritize: If you have VIP customers or critical cases, use a special label so those conversations don't close automatically and agents can follow up on them.
Manual search: If a conversation has already closed, leaders can use the Follow-up Module and advanced search filters to recover it.
💼 Practical Example:
Agent Carlos cannot see a chat from 4 days ago with a customer because the system has closure configured for 2 days. The solution is for the Administrator to enter Preferences, increase the time to 7 days, and save.
From that point on, Carlos will have a greater visibility window.
📞 When to contact support?
Contact our team if you experience any of these situations:
You adjusted the time to a longer period, but conversations keep disappearing after 2 days.
The agent cannot view recent conversations that should not be closed.
The system shows erratic behavior when trying to save the configuration.
What information to send?
Problem description, screenshot of current settings, affected agent's name, and a specific customer example.
Keep control of your history! 🚀
Adjusting automatic closure allows you to balance a clean inbox with the need to review old cases. If you configure the times according to your operation, your agents will always have the context needed to provide the best service. ✅