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Closing message on automatic resolution

Last updated on Sep 09, 2026

When to use it

  • You want the customer to receive a goodbye message when the ticket is closed automatically due to inactivity

  • Your customers complain that the conversation "disappears" without notice when nobody replies

  • You already use the inactivity follow-up message and want to close the cycle with a final notice

Prerequisites

  • Be logged in as an administrator

  • The account must have automatic ticket resolution set up — without it, the fields do not show up in the inbox

About this article

Automatic resolution closes tickets that have been idle for X hours. Until now that closing was silent: the ticket disappeared from the queue and the customer was left not knowing whether the conversation was over.

With the closing message, Cloud Chat sends a text that you configure at the moment the ticket is resolved automatically — ending the conversation clearly and leaving the door open for the customer to come back.

It is the last stage in the timeline of an inactive conversation:

  1. The agent replies and the customer does not come back

  2. Once the follow-up time has passed, the follow-up message goes out ("do you still need help?")

  3. Once the auto-resolution time has passed, the ticket is resolved and the closing message goes out (this article)

The two are independent: you can use just one, both, or neither.

Step by step

Step 1 — Open the inbox

  1. In the side menu, go to "Configurações" (Settings)

  2. Click "Caixas de entrada" (Inboxes)

  3. Select the inbox you want to configure

Step 2 — Open the "Ciclo da conversa" (Conversation Cycle) tab

In the inbox settings, click the "Ciclo da conversa" (Conversation Cycle) tab — it sits right after "Configurações" (Settings) and brings together the behaviors for communicating with the customer throughout the conversation: greeting, satisfaction survey, email continuity, creation via API, and the automatic follow-up and closing messages.

If the closing fields do not appear, check whether automatic ticket resolution is set up on the account.

Step 3 — Enable it and write the message

  1. In "Enviar mensagem de despedida ao encerrar automaticamente" (Send a goodbye message on automatic closing), select "Habilitado" (Enabled)

  2. Fill in the "Mensagem de encerramento" (Closing message) field with the text the customer will receive

Example:

Since we did not hear back from you, we are closing this conversation for now. If you need anything else, just reply here. Thank you!

The message is required in order to turn the feature on. If you set it to Enabled and leave the text blank, Cloud Chat blocks saving and warns you on screen.

Step 4 — Save

Click "Atualizar" (Update). From then on, the next automatic resolutions in that inbox will already go out with the goodbye message.

When the message is NOT sent

The goodbye message only goes out when all of the conditions below are true:

  • The ticket was closed by automatic resolution due to inactivity — manual closing by the agent and campaign resolution do not trigger the message

  • The last reply sent to the customer came from a human agent — if the last one to speak was ClaudIA or an automation, the goodbye message does not go out (those flows have their own closing)

  • The customer did not reply between the resolution and the sending — if they reopen the conversation in that interval, the message is canceled

  • The channel accepts direct messages — public Instagram comments are left out

Notes

  • The message goes out after the ticket is already resolved. Because it is an outgoing message (from the agent), it does not reopen the conversation and does not restart the automatic resolution countdown.

  • CSAT keeps working normally: if the inbox sends a satisfaction survey, the customer receives the goodbye message and the survey, with no duplication — at most one survey per conversation.

  • The setting is per inbox. Each inbox can have (or not have) its own message.

  • Do not confuse this with ClaudIA's closing message. ClaudIA has its own closing, configured in the project (under "Ciclo de vida → Resolução Automática" (Lifecycle → Automatic Resolution)), with different texts for customers who reply and for those who do not reply to the follow-up. This article covers the closing from Cloud Chat, configured in the inbox, which applies precisely to conversations where a human agent was the last to respond.

  • For the message that goes out before the closing: Inactivity Follow-up Message (Follow-up)

  • To understand the automatic closing conditions: How automatic ticket resolution works