Keep Inboxes Clean and Focused
Auto-Close Inactive Cases helps organizations reduce inbox clutter by automatically closing cases that no longer require action.
Older cases that haven’t received inbound messages within a configured timeframe are removed from active inbox views—making it easier for adjusters and supervisors to focus on what truly needs attention.
This feature is fully configurable by Admins, giving organizations control over how inactivity is defined and applied.
Why Auto-Close Matters
Over time, inactive cases can accumulate and make it difficult to distinguish active work from completed conversations.
Auto-Close helps by:
- Automatically closing cases after a set period of inbound inactivity
- Decluttering adjuster inboxes
- Reducing manual effort spent tracking stale cases
- Preserving full case history and workflows
- Reopening cases automatically if a policyholder replies
Nothing is deleted, and no data is lost. The case lifecycle remains intact.
The Admin’s Role
Auto-Close is configured by users with the Admin role.
Admins control:
- Whether Auto-Close is enabled
- The inactivity threshold
- Which Case Types the rule applies to
- Which Lines of Business (Brands) the rule applies to
This flexibility allows different operational groups to have different rules. For example:
- High-volume claim types may use shorter inactivity windows
- Complex lines of business may require longer windows
- Different brands may operate under different SLAs
Because this setting impacts workflow visibility, Admins should align with claims leadership before enabling or adjusting thresholds.
How Auto-Close Works
- The system monitors inbound message activity.
- If no inbound messages are received within the configured timeframe, the case automatically closes.
- Standard closure workflows remain intact (including transcripts, surveys, and webhooks).
- If a policyholder sends a new inbound message after closure, the case automatically reopens.
Important:
Auto-Close only applies to new cases created after the configuration is saved. Existing cases are not retroactively affected.
How to Configure Auto-Close
Auto-Close can be configured at two levels:
- By Case Type
- By Line of Business (Brand)
You may configure one or both depending on your organization’s needs.
Option 1: Configure by Case Type
- Navigate to:
Settings → Organization → Case Types
- Select the Case Type you want to configure.
- Locate the Auto-Close Inactive Cases setting.
- Set the inactivity duration.
- Save your changes.
You can configure the threshold in:
- Minutes
- Days
- Weeks
Once saved, the rule applies to new cases created under that Case Type.
Option 2: Configure by Line of Business (Brand)
- Navigate to:
Settings → Operational → Brands - Select the appropriate Line of Business.
- Enable and configure the Auto-Close inactivity threshold.
- Save your changes.
This allows different Lines of Business (e.g., Auto, Property, Workers’ Comp) to operate under different inactivity timelines.
Best Practices for Admins
Before Enabling Auto-Close:
- Review internal SLAs and regulatory requirements
- Align on what qualifies as “inactive”
- Communicate the change to adjusters and supervisors
- Consider testing in a lower environment before enabling in production
After Enabling:
- Monitor how often cases reopen
- Gather feedback from operators
- Adjust inactivity thresholds as needed
- Ensure any downstream integrations account for automated closures
What Operators Will Experience
For operators and adjusters:
- Inactive cases will automatically leave their active inbox view
- Active work becomes easier to identify
- If a policyholder replies, the case automatically reopens
This creates a cleaner, more focused inbox without requiring manual case management.
Summary
Auto-Close Inactive Cases empowers Admins to:
- Reduce inbox clutter
- Improve operational efficiency
- Maintain full case integrity
- Customize inactivity rules by Case Type and Line of Business
By thoughtfully configuring this feature, Admins play a critical role in creating a more streamlined and effective inbox experience across their organization.