Clientbook can automatically close conversations in your inbox after a period of inactivity. This helps keep your inbox focused on active client conversations without losing any message history. Closed conversations are never deleted and can be found in the Closed tab of your inbox at any time.
This feature is available to all Clientbook customers and works alongside the Decluttered Inbox setting.
How to Set Up Auto-Close
You need Admin access in Clientbook to configure this setting. Follow these steps:
- Go to Setup at the top of the screen.
- Select Messaging from the left-hand menu, then click Settings.
- Find the Automatically close conversations option.
- Select your preferred inactivity period. The available options are:
- 2 weeks
- 30 days
- 60 days
- 90 days (this is the default)
- Click Save at the top of the page to apply your changes.
How It Works
Once enabled, Clientbook monitors each conversation for inbound and outbound activity. If a conversation has no messages sent or received within your chosen time period, it will automatically be closed.
Here is what you should know about how auto-close behaves:
- Conversations are not deleted. When a conversation is auto-closed, it simply moves from your active inbox to the Closed tab. Your full message history is preserved.
- Client replies reopen the conversation immediately. If a client sends a message to a closed conversation, it will automatically reopen and appear in your inbox right away.
- Auto messages and mass messages do not reopen closed conversations. Only client replies will reopen a conversation, or if an associate manually reopens the conversation.
- Closing is per store. If your business has multiple store locations, each store tracks conversation status independently. Closing a conversation in one store does not affect it in another.
- Changes apply to all associates. When a conversation is closed (whether automatically or manually), it is closed for every associate at that store location.
Finding Closed Conversations
Closed conversations can always be found in the Closed tab in your inbox. This tab sits next to My Inbox and Store Inbox. You can also use the search bar to find any conversation, including closed ones, regardless of which inbox tab you have selected.
For more details on navigating the Closed tab, manually closing and reopening conversations, and using the Send and Close button, see these articles:
Questions & Answers
What is the default auto-close period?
The default is 90 days. You can change this to 2 weeks, 30 days, or 60 days in your Message Settings.
Will I lose my messages when a conversation is auto-closed?
No. Closing a conversation does not delete it. All of your message history is kept and can be accessed from the Closed tab in your inbox or through search.
What happens if a client responds to an auto-closed conversation?
The conversation will immediately reopen and appear in your inbox, so you will not miss their message.
Do auto messages or mass messages count as activity?
No. Automated outbound messages and mass messages do not reset the inactivity timer and will not reopen a closed conversation. Only inbound messages from a client count as activity.
Can I bulk close conversations that are already open?
There is currently no self-service option to bulk close existing conversations. If you need a large number of older conversations closed, contact our support team at support@clientbook.com and we can have our team assist you.
Will auto-close work the same across all my store locations?
Yes, the auto-close setting applies to all of your stores. However, each store tracks conversation status independently, so a conversation can be open at one location and closed at another.
If an auto-closed conversation had unread messages, will it still show as unread?
Yes. Closing a conversation does not mark it as read. If it was unread before being closed, it will remain unread in the Closed tab and will appear when you filter for unread messages.
Who can change the auto-close setting?
Only users with Admin access in Clientbook can change the auto-close inactivity period in Message Settings.
Can I turn off auto-close entirely?
Auto-close is enabled by default for all accounts. If you need to discuss options for your specific account setup, reach out to our support team at support@clientbook.com.