Configurable Auto-Resolve Settings for SMS Shared Inbox
Customer is requesting additional configuration options for SMS Shared Inbox conversation management.
Current behavior automatically moves SMS conversations to the “Resolved” folder after a certain period, which the customer reports is causing confusion and inconvenience for users managing ongoing conversations.
Requested enhancements:
Ability to disable automatic movement of SMS conversations to the “Resolved” folder.
Ability to configure or extend the auto-resolve interval before conversations are moved to the “Resolved” folder (e.g., allow longer retention periods such as weeks or months).
Customer also noted that replying to a resolved conversation starts a new active thread while previous messages remain in the Resolved folder, making conversation tracking difficult.
Business Impact:
The current workflow is affecting visibility and continuity of SMS conversations within the shared inbox and creating operational confusion for users handling customer communications.
Cedric
shared this idea
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Sameer
commented
This is a very important feature for our organization. Many of our SMS conversations remain active for longer than three days, and weekends or holidays can cause conversations to be automatically moved to the Resolved folder before our team has a chance to follow up.
Having the ability to configure the auto-resolve timer (or disable it if needed) would make the Shared SMS Inbox much more flexible and better suited to different business workflows.
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Albert
commented
Yes. Very annoying when messages disappear and we rely on historical messages to identify user and get up to speed
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Danny
commented
As this is a law office we need to be able to keep in contact with our clients for potentially months to years with long breaks in between communications and all information they have sent us remains potentially relevant throughout. If a client texts us something important, it should not be difficult to locate the correct text thread a month or more later.
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Alexis
commented
Turning off the auto resolve is cirtical for our business. Many of the conversations with our customers take place across several weeks while we get approvals from insurance companies to perform our services.