Configuring email auto-close time frame

Zoom Contact Center admins can set how long email engagements can stay inactive before automatically closing. The inactive auto-close time frame provides the following benefits:

• Increased flexibility: Admins can configure timer settings up to 30 days to meet the needs of businesses with longer response cycles.
• Enhanced control: Admins can manage timer settings at the account or queue level, allowing specific queues to follow different engagement timelines.
• Improved customer experience: Admins can use timer settings to avoid premature closures, ensuring that ongoing customer conversations aren't cut off due to inactivity limits.

Requirements for configuring email auto-close time frame

• Pro, Business, or Education account

• Account owner or admin privileges; or relevant role/privilege (Queue Management privilege)

• Account owner or admin access to an Office 365 or Google account 

• Zoom Contact Center license

• Zoom Contact Center Premium or Elite package

• Email queue created

• Flow created in email channel

How to configure the auto-close time frame

Account

1. Sign in to the Zoom Web Portal as an admin with the privilege to edit account settings.

2. In the navigation menu, click Contact Center Management then Queues.

3. Click the Account tab then Email Engagements.

4. Under Inactive Engagements, enter the number of hours in the Auto-close inactive engagements if the consumer doesn't reply after field.

5. (Optional) To enable configuring the auto-close time frame from the queue settings, click the unlock icon , and then click Unlock to confirm the setting.

6. Click Save.

Queue

1. Sign in to the Zoom Web Portal as an admin with the privilege to edit account settings.

2. In the navigation menu, click Contact Center Management then Queues.

3. Click the General tab then Inbound Settings.

4. Under Inactive engagement auto-close, enter the number of hours in the Auto-close inactive engagements if the consumer doesn't reply after field.

5. Click Save.

How the auto-close time frame works

• Timer options: The inactive auto-close timer can be set between 12 hours and 720 hours (30 days), at either the account or queue level.
  Note: The inactive auto-close timer is set to 120 hours (5 days) by default.

• Maximum auto-close time frame: An engagement cannot remain open for longer than 30 days (720 hours) from the moment it enters the flow. The timer starts counting as soon as the customer's message triggers the flow, including any time spent waiting in a queue.

• Queue-based start: The inactive auto-close timer starts once the email is assigned to an agent, not while it remains in the queue, ensuring that the auto-close timer accurately tracks active engagement time.

• Auto-close configuration: If no response is received within the configured inactive auto-close time frame, the engagement will close automatically.

• Reset trigger: The inactive auto-close timer resets whenever the agent or the customer sends a reply.

Frequently asked questions about auto-close time frame

Can I set different timers for different queues?

What happens if an email engagement reaches the 30-day limit?

Will the timer reset if a customer replies to a closed engagement?