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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. Agent — Session lifecycle screen

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Settings

SettingDescriptionDefaultRange
Reminder threshold (hours)Sends a reminder to the requester after the specified number of hours since the last message4 hours1–168 hours
Auto-close threshold (hours)Automatically closes the session after the specified number of hours since the last message24 hours1–720 hours
Auto-close enabledToggle to enable or disable the auto-close featureOn—
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.

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How to change settings

1

Open the Agent tab

Open Settings > Agent in the admin console.
2

Start editing the session lifecycle

Click the Edit button in the upper right of the Session lifecycle section.
3

Update the values

Change the Reminder threshold (hours), Auto-close threshold (hours), and Auto-close enabled toggle as needed.
4

Save

Click Save. Changes take effect immediately.

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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)

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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.

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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 Queue notifiers. Those users receive an in-app notification and a DM.
Last modified on July 10, 2026