How does it work?

The Inactivity Follow-up feature allows Cloud Chat to automatically send a message to the customer when a conversation remains unanswered for a certain period.

This message acts as a reminder before the system automatically closes the ticket through Auto-Resolve Tickets.

Without this automatic follow-up, some issues may occur:

• Conversations closed without notice, creating a feeling of abandonment for the customer
• Customers get distracted and do not respond in time
• Unnecessary ticket reopens
• Increased volume and rework for the support team

With follow-up, the system sends a reminder before closing the conversation, giving the customer a last chance to continue the interaction.

Practical example

An agent replies to the customer at 10:00 AM.

The customer does not respond.

If the follow-up is set for 60 minutes, at 11:00 AM the system automatically sends a message such as:

"Hello! Do you still need help? If you have no further questions, this ticket will be closed automatically soon."

• If the customer responds, the conversation continues normally.

• If the customer does not respond, the auto-resolve will close the ticket after the configured time.

Operating rules

Certain rules determine when the follow-up can or cannot be sent:

• The feature is enabled per inbox
• Inactivity time is configured in minutes and must be a multiple of 5 (e.g., 5, 10, 15, 30, 60, 120)
• For follow-up to work, the account must have auto-resolve tickets enabled. If not configured, the follow-up message configuration section will not appear in the interface.
• The follow-up message must be sent within a time less than the automatic ticket resolution
• Follow-up is only sent if the last public message was from a human agent
• Only one follow-up is sent per inactivity cycle

Important about sending time

The follow-up message may be delayed up to 5 minutes from the configured time. This occurs because the inactivity check is performed periodically, every 5 minutes, via an automated process (cronjob). That is, the system does not monitor conversations in real time but in verification cycles.

For example: if follow-up is set for 60 minutes, the message might be sent between 60 and 65 minutes after the last agent response.

When follow-up is not sent

The system will not send follow-up in the following cases:

• The conversation has already been resolved
• The conversation is deferred/pending
• The last message was sent by bot or automation
• The customer responded before the configured time elapsed
• A follow-up has already been sent in that cycle

If the customer responds after the follow-up and the conversation becomes inactive again, a new follow-up may be sent in a new cycle.

Flow

How to enable and configure the message

Follow the steps below to enable follow-up on an inbox.

1. Access the settings

In the Cloud Chat side menu:

1. Go to Settings
2. Click on Inboxes
3. Select the inbox you want to configure

2. Locate the follow-up section

Within the inbox settings, look for:

Inactivity Follow-up Message

Note: If this section does not appear, check if auto-resolve tickets is active.

3. Enable the feature

Activate the Inactivity Follow-up Message option.

Then configure the following fields:

Inactivity Period (minutes)

Set the amount of minutes the system should wait for a customer response before sending the follow-up.

Rules:

• Minimum of 5 minutes
• Value must be a multiple of 5
• Must be less than the auto-resolve time

Follow-up message

Write the text that will be automatically sent to the customer.

Example message:

"Hello! Do you still need help? If you have no further questions, this ticket will be closed automatically soon."

4. Save the configurations

After filling in the fields:

Click Update to apply changes.

From this moment, the follow-up will be active for new conversations in that inbox.

Test tip for the functionality

To verify if everything is working properly:

1. Set a short time (e.g., 5 minutes)
2. Start a test conversation
3. Wait for the automatic message to be sent

Frequently asked questions

Does the follow-up appear as a message from the agent?

Yes. The message appears as if sent by the agent, but with a special message type that does not reset the auto-resolve timer.

If I disable follow-up, are the messages already sent removed?

No. The messages already sent remain in the conversation. Only new follow-ups will not be sent.

Does follow-up work on all channels?

Yes. The feature works on any channel, as long as it is enabled.

Can I set different times for each inbox?

Yes. Each inbox has independent configuration, allowing different settings for each operation.