When defining the auto close settings on a work stream for an SMS channel, what is the minimum recommended setting?

The minimum recommended setting for auto close on a work stream for an SMS channel is eight hours. This duration allows sufficient time for customer interactions to occur, considering the nature of SMS communication, which can often involve ongoing conversations. An eight-hour auto close setting ensures that agents are not prematurely closing cases where the customer may still respond or require further assistance.

Setting the auto close duration too short can lead to a negative customer experience, as customers may not be able to respond within a brief window, especially if they are engaged in multiple conversations or are unable to reply immediately. The eight-hour setting strikes a balance by providing enough time for responses while maintaining operational efficiency.

Choosing durations like eight minutes or 80 minutes may be too brief, risking premature closure of cases, while eight days would be excessively long, potentially leading to cluttered queues and the management of unresolved cases over too extended a period. Therefore, eight hours is the most practical and customer-friendly setting for auto-closing SMS interactions.