Working Expired Threads
Expired means the customer-care window for that channel has ended. Inbox and Dashboard lists focus on open threads, so expired chats disappear from those queues.
Use Conversations to find and review them.
Find Expired Conversations
- Open sidebar Conversations (
/conversations). - Click the Expired status chip (or choose Expired under Filters → Status).
- Adjust the Time Window if you need an older week — default is Last 24 hours.
Expired rows show an Expired status badge (resolved legacy rows may also display as Expired).
Open an Expired Thread
Click the row or View to open the conversation overlay.
The header shows status Expired. Assignment shortcuts such as Assign to Me or Handover to Bot are not offered on expired threads.
You can still read history in the chat pane.
Replying After Expiry
Free-text replies follow channel rules:
| Channel | Typical behaviour |
|---|---|
| Free text is blocked in the composer when the window is closed. You may send an approved Utility template or an Internal Note (see chapter 8–9). | |
| Text rules depend on assignment and the Human Agent window — see Instagram 24-Hour Window and Human Agent. |
Sending a Utility template on WhatsApp can move stored status back to open in Kazenly, but that does not by itself reopen Meta’s free-text window.
Why Threads Expire
Conversations expire automatically after the channel timeout (for example 24 hours on WhatsApp after the last customer message, 7 days on Instagram). Agents cannot Close a thread manually.
See Open, Pending, Queued, Expired (2.3) and Customer Care Windows (chapter 9).
When to Use Expired vs Inbox
| Situation | Where to go |
|---|---|
| Live customer waiting now | Inbox / Dashboard |
| Customer returns after hours/days | Conversations → Expired → View |
| Compliance or audit search | Conversations + time window + search |
Related Articles
- Filters and Time Windows (5.2)
- Conversations Table (5.1)
- Customer care windows (chapter 9) — Customer Care Windows