When to use it
- You want to understand which setting does what in the cycle of a stalled conversation — reminder, closing, farewell message and per-team timings
- You want the conversation to go back to the right team when the customer replies after it was closed
- You are setting up the inactivity flow for the first time and don't know where to start
Prerequisites
- Being logged in as an administrator
- An inbox already set up; for the per-team timings, the teams already created
About this article
The "inactivity flow" is not a single screen: it is four independent settings that, together, form the timeline of a conversation left without an answer. This article is the map — it shows the order in which the pieces act, where each one lives and which article covers each of them in detail. At the end, it brings the recipe for sending the conversation back to the right team when the customer shows up again.
:::info Snoozing ("Adiar") is not part of this cycle. Snooze is a deferral with a deadline, done manually or by an automation — see Snooze automations with a deadline. :::
The timeline
| # | What happens | Where it is configured | Unit | Article |
|---|---|---|---|---|
| 1 | The silence starts counting: support replied and the customer did not come back | — | — | Ticket statuses |
| 2 | The reminder goes out ("do you still need help?") | Inbox → "Ciclo da conversa" (Conversation cycle) tab | minutes (multiples of 5) | Inactivity follow-up message |
| 3 | The ticket is automatically resolved | "Configurações da conta" (Account settings) | hours | How automatic ticket resolution works |
| 4 | The closing message (farewell) goes out | Inbox → "Ciclo da conversa" (Conversation cycle) tab | — | Closing message on automatic resolution |
| 5 | A specific team uses timings of its own | "Times" (Teams) → "Sobrescritas" (Overrides) step | minutes | How to configure SLA, auto-resolution and follow-up per team |
Steps 2 and 4 are optional and independent: you can use only the reminder, only the farewell, both or neither. Step 3, on the other hand, is the foundation — without automatic resolution configured on the account, the fields of steps 2 and 4 do not appear in the inbox.
Which piece to change
| You want to... | Change |
|---|---|
| Warn the customer before closing | The reminder (step 2) |
| Close faster or slower | The account's automatic resolution (step 3) |
| Avoid having support "disappear" without notice | The closing message (step 4) |
| Give different timings to one team | The team's overrides (step 5) |
| Turn the reminder off for one team only | The team's overrides, with the follow-up override active and no message (step 5) |
| Never close due to inactivity | Leave the account's automatic resolution blank — this also turns off the reminder and the farewell |
:::warning Watch out for one difference between the pieces: for the closing, a message sent by an automation also counts as support activity and keeps the countdown running. The reminder, however, is only sent when the last public message came from a human agent — if the last answer came from ClaudIA or from an automation, the reminder does not go out, but the closing still applies. :::
Sending the conversation back to the right team when the customer replies
If the customer replies after the closing, the conversation reopens by itself — it does not get lost. What is usually missing is the routing: the conversation reopens in the team that was assigned at the moment of the closing, which may not be the team that should handle it now (for example, when you use one team only to hold the cases that went inactive).
To solve this, use an automation on the reopening event:
- Go to Configurações → Automações (Settings → Automations) and click Adicionar Regra de Automação (Add automation rule).
- Under Evento (Event), choose Conversation Opened — it fires when a resolved, pending or snoozed conversation is picked up again.
- Under Condições (Conditions), narrow it down to the case you want to handle — usually the inbox and the control tag of the inactivity flow.
- Under Ações (Actions), use Atribuir Equipe (Assign team) to send the conversation to the team that should handle it and Remover Tag (Remove tag) to clear the inactivity marking.
- Save it with the status Ativo (Active).
:::info In inboxes with an active bot (ClaudIA), the customer's reply in a closed conversation first moves the conversation to pending, and it is the bot that takes it to open. The reopening automation runs when it actually opens. :::
For details on how to create, clone and order rules, see How to manage automations in Cloud Chat.
Notes
- The reminder and closing checks run in 5-minute cycles — the trigger may happen a few minutes after the configured time.
- The reminder must be configured with a time that is shorter than the account's automatic resolution; if the two coincide, the value is rejected.
- Conversations with no team assigned always follow the account and inbox defaults, even if overrides exist on other teams.
- Only one reminder is sent per silence cycle. If the customer replies and the conversation stalls again, a new cycle starts.