You can now use rules to automatically close conversations where a customer hasn’t replied in a specific time. This means less of your team’s time spent manually finding and closing conversations that have gone silent, and more time helping customers that actually need it.
To create this rule, select the event for “customer has been unresponsive”, set the time frame for triggering it, and add a “close conversation” action.
To make rules better fit your specific workflows, we’ve also added more flexibility to the existing “if a new conversation hasn’t been replied to” event. You can now choose a longer delay (up to 14 days) before the rule triggers.