Overview
When a conversation has had no new messages for a certain amount of time, the platform will close it automatically. This keeps the inbox tidy and prevents old, inactive conversations from cluttering the queue. On the platform, the event is logged as 'Conversation closed by System User':
Frequently Asked Questions
When does a conversation close on its own?
A conversation is automatically closed when:
It is still open, and
The last message (from a guest or a staff member) was sent more than the allowed inactive period ago, and
The system's daily check has run.
Important: Internal notes and system events (such as "department added") do not count as messages. Only real messages sent to or from the guest count.
How long does a conversation stay open before it auto-closes?
Loews brand is configured with a period of 7 days (168 hours): If no new messages have been sent within that time, the conversation will be closed the next time the system checks.
Brand | Auto-Close Period |
Loews | 7 days (168 hours) |
How often does the system check for conversations to close?
The auto-close check runs once every 24 hours. This means a conversation might stay open for up to a day beyond the threshold, 7 days for Loews, before it actually gets closed.
What exactly happens when a conversation auto-closes?
Three things happen, in order:
All departments are removed from the conversation.
The conversation status changes to Closed.
A "Conversation Closed" entry is recorded in the conversation timeline, so there is a clear conversation event.
The guest does not receive any notification when a conversation is auto-closed.
Do muted conversations also auto-close?
Yes. Muting a conversation does not protect it from auto-close. If the last message is old enough, the system will still close it.
Can a closed conversation be reopened?
Yes, in two ways:
Automatically: If the guest sends a new message, the conversation reopens on its own (as long as it is not muted).
Manually: Any staff member can reopen a conversation by sending a message to the guest. Limitations apply to Contractors or Vendor roles.
Can we change the auto-close time for our property?
The auto-close period is set at the brand level and applies to all properties under that brand. It cannot be changed per property. If you think the setting needs to be adjusted for your brand, raise a request to your brand admin who will coordinate with the Alliants team.
A conversation closed even though a note was added recently — why?
Notes are not counted as messages. The auto-close timer is based only on the last real message exchanged with the guest. Adding a note does not reset the timer.
How can I tell if a conversation was auto-closed or manually closed by someone?
Check the conversation timeline. If it was auto-closed, the "Conversation Closed" entry will not show a staff member's name. If it was closed manually, the staff member's name will appear next to the event.
Still seeing unexpected closures?
If conversations are closing in a way that seems wrong, contact the Alliants support team from the AXP platform > Help & Support > Chat with us, and include:
The conversation URL on your browser
The date and time it was closed
A brief description of what you expected to happen