Clearer endings and follow-up for customer conversations

AI conversations and team follow-up now have clearer boundaries. When a conversation moves to your team, the AI stops replying until you return it to AI. Follow-up after a completed AI conversation is handled as follow-up work, rather than a new live-chat request.

Unfinished workflows and pending approvals can keep an AI conversation open. Approval requests expire after 72 hours without running the action, so an unanswered approval does not stay pending forever. If your team closes a conversation, finishing its background analysis does not automatically reopen it.

The website chat's existing 20-minute inactivity rule still applies when no work is pending. WhatsApp, Telegram, SMS and email use the longer timeout set for the business, which defaults to three days. Your follow-up and notification settings determine which completed AI conversations need your team's attention.

Visitors must agree separately when you offer to continue with AI follow-up by email. Sharing an email address or requesting a transcript does not by itself turn that follow-up on.