This article explains how to close and reopen conversations in Orivio. Use these features to keep your inbox organized and make sure nothing slips through the cracks. You’ll also learn how conversations reopen automatically and how to set up optional auto-close rules.
Closing Conversations
When a conversation is finished, you can close it to move it out of your Open list.
- Open the conversation you want to close.
- Click the Close button at the top of the reader.
- Or, right-click the conversation and select Close.
Closed conversations move from the Open filter to Closed. This helps you focus on active work.
Tip: Closing a conversation does not delete it. You can always find closed conversations by switching to the Closed filter.
Reopening Conversations
You can reopen any closed conversation at any time.
- Find the conversation in the Closed filter.
- Click the Reopen button at the top (the tooltip shows who closed or reopened it and when).
- Or, right-click the conversation and select Reopen.
Once reopened, the conversation returns to your Open list.
Automatic Reopen
If a customer replies to a closed conversation, Orivio automatically reopens it. The conversation moves back to Open so you never miss a follow-up.
Note: Nothing is ever lost because it was closed. All conversations stay searchable and can be reopened at any time.
Setting Up Automatic Close
You can set up Orivio to close conversations automatically if a customer goes silent.
- Go to the automation settings (see Automation Rules for details).
- Create a rule with the trigger Customer goes silent.
- Choose the idle duration (how long to wait with no reply).
- Set the action to Close email.
There is no fixed auto-close window — it only happens if you create this rule.
FAQ
Q: Are closed conversations deleted?
A: No. Closed conversations are never deleted. You can always search for and reopen them.
Q: What happens if a customer replies to a closed conversation?
A: The conversation reopens automatically and returns to your Open list.
Q: Can I see who closed or reopened a conversation?
A: Yes. Hover over the Reopen button to see who performed the action and when.
For more on automation, see Automation Rules.