Time limit before conversations will be reassigned to another contact

This feature is very useful when you have agents with high turnover or fixed work hours. This way, contacts will be assigned to a new agent's inbox as if they are new contact after being archived for the specified period.

Move the bar to adjust how you long a conversation must be archived before you want the conversation to be reassigned to another agent.

contacts reassignment

In this case, I selected 3 days. Click "Save" to confirm the changes. Repeat these steps for each group you want to configure.

Archive inactive contacts

This feature is useful for automatically sorting your agents' inbox. They will no longer have to manually archive inactive conversations: Sirena will do it automatically at the time you specify.

  • Back in the same section, click the gear, but this time choose "Archiving Contacts".

  • A similar bar will allow you to set the amount of time after which you want an inactive contact to be archived.

Click "OK" to save the changes.

For better understanding of what Conversations are in Sirena, you can guide yourself with the following article: "What are Conversations in Sirena?"


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