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
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