Session settings

Go to Settings > Agent > Session lifecycle to configure when reminders are sent and when sessions are automatically closed after no reply. This is an Admin role action.

Settings

Setting	Description	Default	Range
Reminder threshold (hours)	Sends a reminder to the requester after the specified number of hours since the last message	4 hours	1–168 hours
Auto-close threshold (hours)	Automatically closes the session after the specified number of hours since the last message	24 hours	1–720 hours
Auto-close enabled	Toggle to enable or disable the auto-close feature	On	—

The auto-close threshold (hours) must be greater than the reminder threshold (hours). You cannot configure the session to close before the reminder is sent.

How to change settings

Open the Agent tab

Open Settings > Agent in the admin console.

Start editing the session lifecycle

Click the Edit button in the upper right of the Session lifecycle section.

Update the values

Change the Reminder threshold (hours), Auto-close threshold (hours), and Auto-close enabled toggle as needed.

Save

Click Save. Changes take effect immediately.

Session lifecycle flow

Requester sends a message
    ↓
AI or operator replies
    ↓
[Reminder threshold] elapses → Reminder sent to requester
    ↓
[Auto-close threshold] elapses → Session auto-closed (when auto-close is enabled)

When auto-close may not be appropriate

Consider increasing the auto-close threshold or disabling auto-close in the following situations:

Inquiries frequently require multiple days to resolve
Inquiries arrive during employee vacations or extended absences
Your SLA (response time target) exceeds 72 hours

Disabling auto-close means unresolved sessions remain open indefinitely. Regular session reviews are recommended in this case.

Escalation settings

This tab also configures who gets notified when an escalated session has no operator assigned. Click the Edit button in the Escalation settings section and specify the users to notify. Those users receive an in-app notification and a DM.

Where the DM is sent

The DM is sent only on the chat service and workspace where the escalated session originated. Connecting multiple chat services does not send the DM on all of them. For example, when an inquiry received in Slack is escalated, the notified users only receive a Slack DM. If multiple workspaces of the same chat service are connected, only the workspace where the session originated is used. To receive the DM, each user specified in Escalation settings must have linked their account for that chat service. Accounts are linked from Linked accounts in user settings.

Without a linked account, the DM is not sent, but the in-app notification still arrives. When a DM does not arrive, check the linked accounts of the user first.

Notifications — Enable or disable session resolved and session auto-resolved notifications
Member management — Add operators and manage roles

Getting Started

Guides by Feature

Settings

How to change settings

Session lifecycle flow

When auto-close may not be appropriate

Escalation settings

Where the DM is sent

​Settings

​How to change settings

​Session lifecycle flow

​When auto-close may not be appropriate

​Escalation settings

​Where the DM is sent

​Related pages

Settings

How to change settings

Session lifecycle flow

When auto-close may not be appropriate

Escalation settings

Where the DM is sent

Related pages