> For the complete documentation index, see [llms.txt](https://docs.taqnyat.sa/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.taqnyat.sa/docs/readme/settings-and-automation/auto-archive.md). # Auto Archive This page explains how Auto Archive works inside LiveChat. Auto Archive helps teams close inactive conversations automatically after a configured period and move them to the **Archives** page. ### What is Auto Archive? Auto Archive is a setting that automatically closes inactive chats after a selected period of time. Instead of keeping conversations open forever, the system can close chats when there is no interaction for the configured period. This helps keep the active chat list organized and prevents old conversations from staying assigned to unavailable agents. ### Auto Archive Options The account can be configured in one of two ways: * Chats stay open until they are manually closed by an agent or supervisor. * Chats are automatically closed after a selected period of inactivity. When automatic closing is enabled, the inactivity period can usually be configured from **1 hour to 24 hours**. ### How Auto Archive Works When Auto Archive is enabled, the system monitors active conversations. If no interaction happens during the configured inactivity period, the system will automatically close the chat and move it to **Archives**. When a chat is closed automatically, it will be labeled as: * **Timed Out** This status can appear in reports to help supervisors and admins understand which conversations were closed automatically due to inactivity. ### Timeout Message The timeout message option is available for chatbot users. When enabled, a custom message can be sent to the customer before the chat is closed automatically due to inactivity. This message helps inform the customer that the conversation is being closed because there has been no interaction for the configured period. For example: ``` This conversation will be closed due to inactivity. If you still need assistance, please send us a new message. ``` This option depends on the chatbot setup and account configuration. ### Why Auto Archive is Useful Auto Archive helps teams keep the active chat list clean and easier to manage. It is useful because: * It prevents old inactive chats from staying open. * It helps agents focus on active conversations. * It reduces the chance of missed follow-ups. * It prevents chats from staying assigned to unavailable agents. * It helps reports reflect the actual status of conversations. ### Auto Archive and Chatbot Behavior Auto Archive is especially useful when the chatbot service is enabled. If a chat remains open and assigned to an agent, the chatbot may not respond to the customer again because the conversation is still treated as an active agent conversation. For example, if an agent forgets to close a chat and becomes unavailable, then the customer sends a new message later: * The chat may remain assigned to the unavailable agent. * Other agents may not see it in their normal view. * A supervisor may need to transfer it manually. * The chatbot may not restart because the chat is still assigned to an agent. For this reason, it is recommended to configure Auto Archive based on the team’s workflow. ### Manual Closing Option Some teams may prefer to keep chats open until they are manually closed. This setup can work well when: * Agents are always available. * Supervisors actively monitor open conversations. * The team has a clear process for transferring chats to available agents. * The use case requires longer follow-up before closing conversations. In this setup, agents or supervisors are responsible for closing chats manually when the conversation is completed. ### What Happens After Auto Archive? After a chat is automatically archived: * The conversation is removed from the active chat views. * The chat becomes available in the **Archive** page. * The chat status is labeled as **Timed Out**. * Users with archive access can search for and review the conversation later. * The conversation history remains available for internal reference. * The timed-out status may appear in reports. If the customer contacts the number again after the chat is archived, the conversation will be routed again based on the account setup. Depending on the configuration, the new interaction may be routed to: * The chatbot * The Queue * A specific agent’s inbox * A department ### How to Configure Auto Archive To configure Auto Archive: 1. Go to the **Settings** area. 2. Find the Auto Archive or chat closing settings. 3. Choose whether chats should be closed manually or automatically. 4. If automatic closing is enabled, select the inactivity period. The period can usually be configured from **1 hour to 24 hours**. 5. Save the changes, if required. ### Important Notes Auto Archive depends on the account setup and permissions. If Auto Archive is enabled, inactive chats will be closed automatically after the configured period. If Auto Archive is disabled, chats will remain open until they are manually closed. When a chat is closed due to Auto Archive, it is labeled as **Timed Out**. The timeout message option is available for chatbot users and depends on the chatbot setup. ### Best Practices When configuring Auto Archive: * Choose an inactivity period that matches the team’s response workflow. * Avoid keeping chats open for too long if agents may become unavailable. * Use a clear timeout message when the chatbot timeout message option is enabled. * Make sure supervisors understand how timed-out chats appear in reports. * Review archived chats when checking customer history or previous actions. * Close completed chats manually when needed instead of waiting for timeout. ### Next step After learning about Auto Archive, continue to the **Evaluation Message** page to understand how customer feedback can be collected after conversations.