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What is this?

The Chat Automation tab sets two independent timers for the active channel. They keep conversations from getting stuck on a person who has gone quiet, or on an automation that was paused and forgotten. The Chat Automation tab with both toggles and their minutes-of-inactivity fields

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What can I do here?

  • Auto-deassign inactive agent — after a conversation has had no activity for the set number of minutes, the assigned human agent is automatically unassigned so an AI Agent can take over.
  • Auto-resume paused automation — after an automation has been paused on a conversation for the set number of minutes, it automatically resumes.

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How to use it

  1. Open Settings → Chat Automation.
  2. Turn on either switch.
  3. Enter the number of minutes of inactivity — between 1 and 10,080 (one week).
  4. Click Save Changes.

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Troubleshooting / Technical Notes

  • The timers must be between 1 and 10,080 minutes. Enter a value in that range.
  • A conversation wasn’t unassigned. The timer counts from the last activity; check the conversation was inactive for the whole period, and that the switch is on and saved.
  • An automation didn’t resume. It resumes only after it has been paused on that conversation for the full period.
Last modified on October 29, 2026