Auto-closure rules automatically close inactive message threads after a set amount of time. They run in the background, keeping your Communication Center inbox organized and focused on the conversations that still need your team's attention.
By default, conversations auto-close after 45 days of inactivity. You can turn auto-closure on or off, choose which rules apply, and adjust how long each rule waits before closing a conversation.
Skip to 3:54 for the auto-closure section
Open Automation & Closure Rules
You can get to the settings in either of two ways:
From the Communication Center: select the gear icon (Open Communication Center settings) at the top of the panel, next to New Message. Then select Automation and Closure Rules.
From Settings: go to Settings > Communication > Automation and Closure Rules.
Turn on auto-closure
At the top of the page, turn on the Enable auto-closure toggle. When it's on, inactive message threads are closed automatically after the set period or based on your closure rules. When it's off, none of the rules below run, and conversations stay open until your team closes them.
The three closure rules
You can set up a rule for each of the three conversation types. Each rule can be active on its own, so you can use one, two, or all three at the same time.
Rule type | Trigger | What it closes | Default delay |
Unresponded | No practice user response | Conversations where no one at your practice has responded within the set time. | 45 days |
Opt-out | Opt-out patients detected | Conversations with patients who have opted out of receiving messages. | 45 days |
Inactive | No activity | Conversations with no recent activity from either your practice or the patient. | 45 days |
Customize a rule
Each rule has its own settings in the Delay and Status columns.
In the Delay field, enter how long the rule should wait before closing a conversation, and choose the unit (for example, days).
In the Status drop-down, choose Active to turn the rule on or Inactive to turn it off.
Repeat for any other rules you want to change.
Select Save Changes to apply your settings.
Choose delays that match how your practice works. A shorter delay keeps your inbox leaner, while a longer delay gives your team and your patients more time before a conversation closes.
What happens when a conversation is closed
When a rule closes a conversation, it moves out of your Open view, just as if a team member had closed it. Nothing is deleted: the full message history is kept. To find closed conversations, open the Communication Center and go to Filters > Conversation > Closed.
Tips for getting started
Start with all three rules Active at the default delay, then adjust once you see how your inbox responds.
If your team often follows up with patients after a long gap, consider a longer delay for the Unresponded rule so those conversations stay visible.
Remember to select Save Changes after making any updates.