# Conversation Workflow: close quiet chats automatically

**Conversation Workflow** holds **Auto-resolve conversations**: it resolves an open conversation once nobody has written in it for the time you choose. Your conversation list stays clear of chats that have gone quiet, without anyone closing them by hand. It applies to every inbox in your workspace. Only administrators can change it.

## Turning on auto-resolve

![Auto-resolve conversations card switched off on the Conversation Workflows page](../../.gitbook/assets/guides/conversation-workflow-auto-resolve-off.jpg)

1. Open **Settings → Conversation Workflow**.
2. Switch on **Auto-resolve conversations**. The settings below appear.
3. Fill them in (see the next section) and click **Save Changes**.

Switching it off again saves straight away and clears the time, the message and the label.

## Choosing the time, message and label

![Auto-resolve settings filled in: 3 days of inactivity, a closing message, the skip switch and the label picker](../../.gitbook/assets/guides/conversation-workflow-auto-resolve-on.jpg)

| Setting | What it does |
| --- | --- |
| **Inactivity duration** | How long a conversation must stay quiet before it is resolved, in **Minutes**, **Hours** or **Days**. The shortest is 10 minutes. |
| **Custom auto-resolution message** | Optional. Sent to the customer when the conversation is resolved. |
| **Skip conversations waiting for agent's reply** | Leaves a conversation open when the customer's last message has not been answered yet. |
| **Add label after auto-resolution** | Optional. Adds this label to every conversation closed this way, so you can find them later. |

### What happens to a quiet conversation

Only conversations with the status **Open** are resolved; pending and snoozed ones are left alone. The conversation shows a line such as "Conversation was marked resolved by system due to 3 days of inactivity".

When the channel no longer lets you message the customer, for example after WhatsApp's 24-hour reply window has closed, the closing message is not sent. The conversation shows "Auto-resolve message not sent due to outgoing message restrictions" instead, and it is still resolved.

## Frequently asked questions

### Does auto-resolve close chats my customer is still waiting on?

Only when **Skip conversations waiting for agent's reply** is off. Switch it on to keep unanswered chats open.

### Can I set a different time for each inbox?

No. The setting covers every inbox in the workspace.

### Is the closing message sent on WhatsApp?

Yes, while the 24-hour reply window is open. After that it is skipped and the conversation says so.

## Related

* [Labels, priority and status](/conversations/labels-priority-and-status)
* [Managing Conversations](/conversations/managing-conversations)
* [The 24-hour reply window](/channels/whatsapp-reply-window)
* [Reply SLA](/settings/reply-sla)

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Source: https://help.mampuai.com/settings/conversation-workflow