Are conversations automatically closed?

Yes. Simple Chat closes idle conversations automatically and can close open triage when the AI believes the issue is done. Staff can review, validate, reject, and reopen AI-resolved conversations so automation stays visible and controllable.

Inactivity auto-close (7 days)

Conversations with no activity for 7 days are automatically closed.

• Prevents the inbox from filling with abandoned chats and email threads.
• Applies when neither customer nor AI/staff has moved the conversation forward in that window.

If a customer returns after closure, your normal reopen flow applies depending on how the new message is handled.

Open triage review (3 quiet hours)

Open triage conversations may be evaluated on a shorter clock.

• After at least 3 quiet hours, Simple Chat may review the thread.
• If the AI determines they are resolved, the conversation may be closed under the same evaluation logic used for AI-resolved segments (including billing-related rules where applicable).

Quiet-period review clears stale open tickets that do not need to sit in triage indefinitely.

Staff control over AI closes

Automatic and AI-driven closes are not irreversible black boxes.

• Review AI-resolved closures in the dashboard close-review workflow.
• Validate when the AI got it right.
• Reject when the close was premature.
• Reopen when the customer still needs help or staff want to continue the thread.

Use review queues to audit quality, train instructions, and catch edge cases—especially for high-value or sensitive orders.