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.