Applies to: All
Overview
When messaging with Endear, you will notice conversations are sorted by status: open, closed or blocked. Endear has an auto-closing system helps you maintain a clean, organized inbox by preventing conversation overload while ensuring genuinely active discussions remain visible and accessible. These automations helps you manage your inbox effectively and focus on the conversations that need your immediate attention. In this article, we'll review those three statuses, the rules that govern automatic closure, and how these automations help keep an organized inbox.
Conversation Statuses
Open: Active conversations that require attention or are awaiting response. These appear in your main inbox and indicate ongoing customer interactions.
Closed: Conversations that have ended due to inactivity timeouts, completed interactions, or manual closure. Closed conversations can be reopened if new messages are received.
Blocked: Conversations from customers who have opted out or been manually blocked from receiving messages. These conversations cannot send or receive new messages.
Timing
Endear will automatically close a conversation after a set period of inactivity. The period differs by conversation channel:
SMS (Text): 60 minutes of inactivity
Email: 60 minutes of inactivity
WhatsApp: 60 minutes of inactivity
SalesChat: 10 minutes of inactivity
Note: Not all brands utilize Endear SalesChat, so this may not be applicable to you
Manually Closing Conversations
While Endear automatically closes conversations based on the timing rules above, you can also manually close conversations at any time. This is useful when you've completed a customer interaction and want to immediately organize your inbox.
To manually close a conversation:
Open the conversation
Select the close button in the top righthand corner - these buttons will slightly differ based on the new or old inbox
New Inbox: Black box with down arrow. Old Inbox: Grey box with checkbox
Manually closed conversations will behave the same as automatically closed ones - they can be reopened if new messages are received from the customer, and they'll move out of your active inbox to help keep it organized.
How Campaigns & Bulk Message Impact Conversation Status
Campaigns
Campaigns are large-scale automated messages, typically created and run by your admins or managers. When a customer receives a campaign message (whether it was an email, SMS, or WhatsApp campaign), here's what you can expect:
For customers who are engaged/have replied previously: The campaign message will appear in the Closed part of your Inbox.
For conversations open during campaign: The conversation will remain in the Open section of your Inbox.
For customers who have never replied: The campaign message won't appear in your inbox at all - it will only be visible from the customer profile.
Of course when you reach out to a customer after a campaign (say for example to provide pictures or a personalized follow-up note), then the conversation will appear back in your Inbox.
Bulk Messages
Bulk messages automatically close conversations when sent
Plan your bulk communication timing accordingly to avoid interrupting active conversations
Does the read/unread indicator have any impact on the conversation's open/closed status?
No, read indicator does not affect whether a conversation stays open or closes.
Open & Closed Conversations in New vs. Original Inbox
While the conversation auto-closing functionality and rules remain consistent across Endear, please note that the user interface may appear different between the original inbox and new inbox. The underlying behavior and timing rules described in this article apply to both interface versions.
Original inbox New inbox
In the original inbox, you will automatically see Open conversations at the top, and Closed conversations at the bottom. In the new inbox, your default view will show your Open conversations, and you can use the dropdown menu to view Closed conversations.
Still Need Help?
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