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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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.