When to use this
- You want to know when a conversation closes on its own with ClaudIA
- You work through Cloud Chat (a native conversation) and want to know whether the rules change
- ClaudIA marked a case as resolved and it did not close right away
Short answer
ClaudIA's closing rules work exactly the same in native conversations and in mirrored conversations. There is no closing rule that gets turned off just because the conversation is native to Cloud Chat.
What changes between the two cases is something else: Cloud Chat's automatic resolution by inactivity, which only acts on native conversations.
Native and mirrored: what's the difference
- Native — the conversation is born and lives in Cloud Chat (website chat, WhatsApp, email, etc.)
- Mirrored — the conversation happens in another helpdesk and is mirrored into Cloud Chat so ClaudIA can handle it; the copy in Cloud Chat is read-only
The three ways a conversation can close on its own
1. The customer confirms it was solved (immediate closing)
With the "Verificador de problema resolvido" (Problem Solved Checker) in real-time mode, a clear confirmation from the customer ("that was it, thank you") closes the case right away, without waiting for a timer.
This applies equally to native and mirrored conversations.
2. The customer stops replying (ClaudIA's automatic closing)
If the customer disappears, ClaudIA waits for the time set in "Minutos sem resposta" (Minutes without a reply), counted from the last message she sent, and closes the ticket at N1 with the closing message.
This applies equally to native and mirrored conversations.
Where to configure it: "Configurações da ClaudIA" (ClaudIA Settings) > "Ciclo de vida" (Lifecycle) > "Resolução Automática" (Automatic Resolution) > "Encerramento automático" (Automatic Closing).
This closing only happens if "Encerramento automático ativo" (Automatic closing active) is turned on in the project. With it turned off, ClaudIA does not close the ticket — even after having solved the question.
3. General inactivity (Cloud Chat's automatic resolution)
Independently of ClaudIA, Cloud Chat resolves idle conversations on its own after the last reply from the support side, based on the time set in "Configurações da Conta" (Account Settings).
This is the only rule that tells native and mirrored apart — and it applies only to native conversations. Mirrored conversations are read-only in Cloud Chat and are left out.
There is no default 48-hour deadline. That time is whatever your account has configured, in hours. If the field is blank, Cloud Chat does not close anything by inactivity — and closing then depends on ClaudIA alone.
Why a "resolved" conversation may not have closed right away
- "Encerramento automático" (Automatic Closing) is turned off in the project
- The real-time "Verificador de problema resolvido" (Problem Solved Checker) is turned off, so only the timer acts — and the time has not run out yet
- The customer gave a neutral reply ("ok", "thanks"), which does not count as a confirmation that it was solved
- The closing routines run in cycles of a few minutes, so there may be a small delay compared to the configured time