Overview

Automatically close conversations where customers stop interacting with your customer-facing Workflows to keep your Support Inbox organized and focused.

This helps your team stay efficient by clearing out inactive threads so they can focus on conversations that actually need attention.

Configure auto-closing

1. Go to Automations → Other

2. Find the ‘Auto-close abandoned Workflow conversations’ section

3. Tick the box for each Workflow trigger where you want conversations to auto-close

4. Choose a wait time before automatically closing the conversation

   • Available options: 1, 3, 5, 7, 10, 15, 30, or 60 minutes

5. Click ‘Save’ to set it live

Things to keep in mind

Inbox behavior

By default, conversations started by Workflows appear in your “Unassigned” inbox. Once auto-closed, they move automatically to the Closed list - helping your team focus on active conversations that require action.

How the wait timer works

At each point where the Workflow pauses for customer input, a timer begins. If the customer doesn’t reply or interact with a Workflow button within the selected time, the conversation closes automatically.

This ensures inactive users are managed efficiently, while still allowing them to re-engage later by starting a new conversation.

Lead and visitor conversations

For visitor or lead conversations, if an email or phone number has been collected, the conversation stays open.

This allows your team to follow up with qualified leads who provided contact information, even if they stopped engaging with the Workflow.

How Workflow interaction completion works

A Workflow interaction is considered complete when:

• The customer reaches the end of the Workflow

  • The customer reaches an end path within the Workflow

• The customer stops interacting with a Workflow for 3 minutes, and the auto-close feature is not enabled

The customer can resume interacting with Workflow after 3 minutes, but assignment rules will have been run, and the conversation will now appear in a teammate-watched inbox, such as “Unassigned”.

Prevent unwanted closures

The auto-close feature is designed for efficiency, but there are situations where you need to prevent a conversation from closing prematurely.

While the auto-close feature cannot be completely disabled, you can customize how it behaves to avoid closing important conversations, especially when using Fibi.

• Reconfigure Workflow triggers

  Navigate to Automations → Other and review your workflow triggers. For Fibi-powered workflows, deselect ‘Auto-close abandoned workflow conversations’ unless it’s required for that workflow.

• Use tag-based exemptions

  Add a tag (e.g. no auto-close) to conversations that should remain open. Then, configure your workflow to end or hand off to a teammate if that tag is present. This prevents the auto-close rule from firing, as the conversation is no longer considered “abandoned.”

• Create audience-specific rules

  Exclude certain customers or groups from automatic closure by using audience filters in your workflows. For example, tag VIP customers and set a rule to exclude them from Fibi or auto-close triggers.

FAQ