Follow-ups and closing chats

Write again when a customer goes quiet, and close what’s finished.

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Auto follow-ups

When a customer goes quiet, your assistant can write to them again on its own, in its usual tone.

1. Open your assistant’s Configure tab.
2. Turn on Auto follow-ups.
3. Tell it when and how to follow up. For example: “after an hour, and once more the next morning; stop after a clear no”.

Each follow-up counts as a reply.

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Auto-resolve

Auto-resolve closes finished chats for you. It is on from the start.

A conversation that only your assistant handled closes:

• an hour after the last message, if the customer doesn’t reply, or
• an hour after the assistant’s follow-up.

If the customer writes again within a day, the same conversation opens again, with everything in it. After a day, a new conversation starts, and your assistant still remembers the customer.

Auto-resolve doesn’t close a chat where you turned the AI off.

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Very long conversations

After 25 messages from the customer, your assistant stops answering that conversation. It passes the chat to you with a note. On your website chat and chat page, the customer can start a new chat.