9 Oct 2024: Automatic closure of inactive chats

Raquel Updated by Raquel

To ensure smooth help desk operations, we will automatically close chats that have been inactive for over 30 days.

Starting October 2024, we are making the helpdesk more performant by closing inactive chats.

Operators should feel inspired to help others as timely as possible. A very long list of chats can make an operator feel overwhelmed, which is unnecessary if these chats are already stale. Closing them systematically improves the performance and efficiency of your helpdesk.

Rest assured, these chats aren't lost—they are easily accessible in the "Closed Chats" section. Use the dropdown filter to view all Closed chats.

The process that closes chats runs daily at midnight UTC. It will automatically close all chats where the last interaction is older than 30 days. The number of chats indicated for chat groups and collections refer to open chats only. You may therefore note a change in these counts based on the daily process running behind the scenes.

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