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This guide includes features awaiting release. If an option is not available in your workspace, contact StackShift Support.

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What you can do

Send a reminder when a customer stops replying, then close the conversation if they stay quiet. Where to find it: Settings → Automation → Service levels → Quiet conversations; Conversation actions → Send closing reminder

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Before you start

  • Configuration permission to turn the policy on for an inbox. Any teammate who can reply can send a closing reminder by hand.
  • For WhatsApp, a Meta-approved reminder template with no variables if you want reminders to reach customers after WhatsApp’s 24-hour window.

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Steps

1
Open Settings → Automation → Service levels and edit an inbox under Quiet conversations. The policy is off until you turn it on.
2
Choose how long to wait after your team or the AI replied before the reminder (24 hours by default) and how long to wait after the reminder before closing (another 24 hours by default). Turn on Count business hours only if nights and weekends should not count.
3
Optionally write your own reminder and closing messages in English, French and Naija Pidgin. Empty fields use the default text.
4
For WhatsApp inboxes, add the template name and language code to use once the 24-hour window has closed.
5
To start the same countdown for one conversation, open Conversation actions and select Send closing reminder. The conversation shows Closes in with a Cancel button.

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Example

A customer stops replying after a refund is confirmed. A day later they get a reminder on WhatsApp; a day after that the conversation closes with We’ve closed this chat. Reply anytime to reopen.

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Things to know

  • Reminders also go by email when the customer has a verified email and has not turned support emails off. Every email has a link to stop them.
  • If WhatsApp’s 24-hour window has closed and there is no template, the reminder is not sent on WhatsApp. The conversation shows why, and email is used when possible.
  • While Support waits for the customer, response targets are paused. Workflows can start from Customer stays quiet: set how long (minutes, hours or business hours, default 1 hour) on the trigger. It starts once each time the customer goes quiet, and if the customer replies before a later step that would reply, change the state, assign or run a macro, the workflow stops without acting.

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What happens next

Customers get one reminder in their own channel, and a quiet conversation is resolved with the closing message. Any reply from the customer cancels the countdown and reopens the conversation.

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If something goes wrong

  • No reminder went out: check the inbox policy is on, the last public message came from your team or the AI, and the conversation is open or pending.
  • Not sent on WhatsApp: add an approved template with no variables, or ask the customer to confirm their email in the chat.

Set business hours and response targets

Define when your team works and how quickly customers should receive help.

Build an automated workflow

Perform repeatable steps when a conversation, message, ticket or timer event occurs.

Let AI answer customers

Enable customer-facing replies for a chosen scope, with rules for handing work to a person.