Chat Settings
Configure automatic chat management features like auto-snooze and auto-resolve.
Path: Settings > Chat Settings
Auto-Snooze
Automatically change chats to "snoozed" status after a period of customer inactivity.
| Setting | Description |
|---|---|
| Enable auto-snooze | Toggle to enable or disable the auto-snooze feature. When enabled, chats will be automatically snoozed after the specified time of customer inactivity. |
| Time of inactivity | Set the duration (in minutes) of inactivity before a chat is automatically snoozed. Valid range: 1 minute to 7 days (10,080 minutes). |
When a chat is auto-snoozed:
- It moves to the Snoozed status in your chat list
- You can review snoozed chats and follow up or close them
- If the customer messages again, the chat becomes active
Auto-Resolve
Automatically close (resolve) chats after a period of customer inactivity.
| Setting | Description |
|---|---|
| Enable auto-resolve | Toggle to enable or disable the auto-resolve feature. When enabled, chats will be automatically closed after the specified time of customer inactivity. |
| Time of inactivity | Set the duration (in minutes) of inactivity before a chat is automatically resolved. Valid range: 1 minute to 7 days (10,080 minutes). |
| Include human-handled chats | When enabled, chats being handled by human agents will also be auto-resolved. |
Include Human-Handled Chats
Enabling this option will automatically close conversations even when a human agent is handling them. Use with caution.
When a chat is auto-resolved:
- It moves to the Closed status
- The chat is considered successfully handled
- If the customer messages again, a new chat is created
Saving Changes
Click "Save Changes" to apply your chat automation settings.
Next Steps
- Chats Overview — Understand chat statuses
- General Info — Update your notification preferences
- Team Management — Manage your team