Inbox management
Behaviors that control how messages are read, automated, and assigned.
System last message read
Mark messages as read by system
When a flow or auto-reply handles a message, mark it as read so agents see only what needs attention.
Pause automation when agent replies
Automatically stop running flows on a chat once an agent steps in.
Auto-assignment
Assignment mode
Round robin within department
Manual only
Least-busy agent
Reassign on agent away
Route the chat to another agent if the assignee is offline for >10 min.
Chat expiry
Auto-close idle chats after
24 hours
48 hours
7 days
Never
Closed chats can be reopened any time. WhatsApp's 24h reply window still applies.
Show "expires in 24h" banner
Visual reminder in the inbox when the WhatsApp window is about to close.
AI chat summary
Auto-summarize on handoff
Generate a summary when a chat is transferred between agents.
Summarize chats over 20 messages
Long chats get a "Summary" tab agents can open.
Save settings