> 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-reminder.md).

# Auto Reminder

This page explains how automatic reminders work for inactive conversations inside LiveChat.

Auto Reminder helps teams follow up when a conversation becomes inactive for a configured period. It can send reminder messages depending on whether the delay is from the agent or from the customer.

### What is Auto Reminder?

Auto Reminder is a setting that sends an automatic message when there is no response in an active conversation for a selected number of minutes.

This helps reduce delays, improve follow-up, and keep customers informed when the conversation is inactive.

### Auto Reminder Options

LiveChat provides two reminder options for inactive conversations:

* **Reminder Message When Agent Is Delayed**
* **Reminder Message When Client Is Delayed**

Each option can have its own delay time and message content.

The reminder timer can be set from **1 to 59 minutes**.

### Reminder Message When Agent Is Delayed

This reminder is used when the agent has not replied to the customer within the configured time.

For example, if the delay time is set to **5 minutes**, the system can send an automatic message to the customer after 5 minutes of agent delay.

This message can be used to reassure the customer that the team is still available and will respond shortly.

Example message:

```
Thank you for waiting. We are currently handling your request and will reply shortly.
```

### Reminder Message When Client Is Delayed

This reminder is used when the customer has not replied within the configured time.

For example, if the delay time is set to **5 minutes**, the system can send an automatic reminder to the customer after 5 minutes of no response.

This message can be used to politely remind the customer that the team is waiting for their reply.

Example message:

```
We are still waiting for your response so we can continue assisting you.
```

### How to Configure Auto Reminder

To configure automatic reminders:

1. Go to the **Settings** area.
2. Find the **Automatic reminder for inactive conversations** section.
3. Enable the reminder option you want to use:
   * Reminder when agent is delayed
   * Reminder when client is delayed
4. Set the delay time in minutes.

   The timer can be set from **1 to 59 minutes**.
5. Add or update the reminder message text.
6. Save the changes, if required.

### When Auto Reminder is Useful

Auto Reminder is useful when:

* Agents are handling multiple conversations at the same time.
* Customers may need a reminder to continue the conversation.
* The team wants to reduce silent or inactive chats.
* The company wants to keep customers informed during delays.
* Supervisors want to improve response follow-up.

### Important Notes

The reminder message is sent automatically based on the configured delay time.

Each reminder type should have a clear and professional message.

The delay time should be selected carefully so the reminder does not feel too early or too late.

Auto Reminder settings may depend on the account setup and permissions configured from the Portal.

### Best Practices

When configuring Auto Reminder:

* Use polite and clear reminder messages.
* Keep the message short and easy to understand.
* Set a reasonable delay time based on the team’s response workflow.
* Avoid using messages that sound repetitive or robotic.
* Review reminder messages regularly to make sure they still match the support process.

### Next step

After learning about Auto Reminder, continue to the **Auto Archive** page to understand how inactive chats can be closed automatically and moved to Archives.