Our Conversations Settings give you control over how your inbox behaves, how messages are routed, and how inactive threads are handled—so your team can stay focused, organized, and compliant.


Here’s a complete guide to each setting available under the Conversations section of your platform’s settings:


Un-assign Conversations When Marked as Closed


 

What it does:


When enabled, any conversation marked as closed will automatically remove the assigned agent.


Why use it:

  • Prevents closed cases from cluttering agent inboxes
  • Ensures that reopened conversations are reassigned based on routing rules
  • Promotes fair workload distribution across the team





Hide Folder-Assigned Conversations from "All Conversations"



What it does:


Conversations assigned to a specific folder will no longer appear in the "All Conversations" view.


Why use it:


  • Helps declutter the general inbox
  • Keeps conversations neatly organized in dedicated folders




Hide Team-Assigned Conversations from "All Conversations"



What it does:

Hides conversations that are assigned to specific teams from the "All Conversations" view.


Why use it:

  • Keeps each team focused on their queue
  • Avoids confusion and duplication of efforts
  • Recommended for businesses with multiple departments (e.g., Sales, Support, Billing)





Reply on Opt-Out




What it does:

This setting allows you to enter a message that goes out when a contact Opted out from receiving text messages.




Reset Disposition on Receiving New Message from Closed Conversation




What it does:


When enabled, it automatically resets/remove the disposition/tags added to a conversation when a customer replies to a previously closed thread.




Reset the Source of Conversations After Inactivity



What it does:


If a conversation receives a new message after X days of inactivity, the source of the conversation will automatically reset.