How a Conversation Expires
Conversations do not stay open forever. Kazenly automatically marks them Expired when the channel’s customer-care timeout passes. There is no agent button to Close a chat.
Timeout Rules
| Channel | Expires when | Timer starts from |
|---|---|---|
| 24 hours after the last customer message (default) | last_customer_message_at | |
| 7 days after the last customer message | last_customer_message_at |
WhatsApp’s 24-hour window for free text aligns with this default. Instagram’s Human Agent path exists between 24 hours and 7 days — see Instagram 24-Hour Window and Human Agent.
A background job on the platform checks open threads periodically and updates status to expired.
What Changes for Agents
When a thread becomes Expired:
| Area | Effect |
|---|---|
| Inbox / Dashboard tabs | Row disappears — only open threads load |
| Chat header | Shows Expired |
| Take Over, assign, handover | Blocked — e.g. Cannot handover expired conversations |
| WhatsApp composer | Free text/media blocked; Utility template or internal note may still apply — WhatsApp 24-Hour Window |
| Instagram composer | Fully blocked — no messages or internal notes |
| Conversations table | Find the thread under Expired — Working Expired Threads |
Customer Messages Again
- While still open: A new inbound message refreshes the care window (24h on WhatsApp; 24h standard + 7-day cap on Instagram).
- After expired: The next customer message typically creates or resumes work on a new open thread rather than continuing the expired one in Inbox queues.
Utility Template and Status
On WhatsApp, sending an approved Utility template from an expired thread may change Kazenly’s stored status back to open for inbox workflow. That is separate from Meta reopening the free-text session — agents should still follow template rules.
No Countdown in the UI
Kazenly does not show a ticking timer on open threads. You learn the window closed from composer banners (chapter 8) or when the thread moves to Expired.
WhatsApp customers on bot-handled threads may receive an automated heads-up about one hour before expiry — Your Chat Will Expire Shortly.