Are conversations automatically closed?

Yes, two ways: an inactivity close and a quiet-period review of open triage. Neither is final. Staff can reopen anything from the dashboard.

Seven days of silence

A conversation with no activity for 7 days is closed automatically. This applies when neither the customer nor the AI or staff has moved the thread forward in that window, and it keeps the inbox from filling up with abandoned chats and email threads.

Open triage after 3 quiet hours

Open triage conversations run on a shorter clock. After at least 3 quiet hours, Simple Chat may review the thread, and if the AI determines it's resolved, the conversation may be closed. That close uses the same evaluation logic as other AI-resolved segments, including billing-related rules where they apply. The purpose is the same as the 7-day rule: stale open tickets shouldn't sit in triage indefinitely.

Closed isn't locked

Reopen from the dashboard whenever the customer still needs help or staff want to continue the thread. If a customer returns after a closure, the normal reopen flow applies, depending on how the new message is handled.