Auto-Close Conversations
Automatically close conversations that have been inactive for a set number of days to keep your inbox tidy without manual effort.
How It Works
Stoked checks for inactive conversations once per day. Any open conversation (pending or active) that has not had a message in the configured number of days is automatically closed with the close reason Auto-Closed.
Auto-closed conversations behave the same as manually closed ones:
- They move out of the active inbox
- Both parties can still access the message history
- The resolution note records that the conversation was closed due to inactivity
- They can be reopened by a new incoming message or by clicking Reopen
How to Configure Auto-Close
- Navigate to Settings > Inbox in the Community Admin dashboard.
- Locate the Auto-Close Inactive Conversations card.
- Enter the number of days in the Days of inactivity field.
- Click Save Settings.
Default Value
The default is 14 days. Conversations with no messages in the last 14 days are automatically closed.
Disabling Auto-Close
Set the value to 0 to disable auto-closing entirely. When set to 0, conversations will remain open until they are manually closed.
Frequently Asked Questions
Can I reopen an auto-closed conversation?
Yes. Auto-closed conversations reopen automatically when a new SMS message is received from either party. You can also manually reopen them by finding the conversation and clicking Reopen.
What close reason is used?
Auto-closed conversations are assigned the system close reason Auto-Closed. This reason cannot be renamed or deleted, making it easy to filter and report on auto-closed conversations separately from manually closed ones.
Does changing the setting affect already-closed conversations?
No. Changing the auto-close days only affects future auto-close checks. Conversations that have already been closed are not reopened or modified.
The auto-close check runs daily. After changing the setting, it may take up to 24 hours for the new threshold to take effect.