Conversation timeout refers to the duration of time that a conversation remains active without any interaction or activity. When a conversation reaches the predefined timeout threshold without any response or activity, the system will automatically terminate the session, ending the conversation.
For instance, if there's an active integration involving contacts or tickets, and the agent doesn't create a contact or ticket, the conversation will persist for the configured timeframe before automatically closing.
Note: If there is no active integration, the conversation enters wrap-up mode as soon as it ends.
- Admins can configure timeouts specific to individual channels by navigating to Settings → Conversations → Conversation Timeout.
- You can configure timeout for each channel, after which the conversation will be auto-closed.