Conversation behavior

Set your Text Agent's inactivity timeout, reply delay, split replies and WhatsApp typing indicator. Check follow-up timing before publishing changes.

Use Settings → Conversation behavior to control when an inactive conversation closes and how your Text Agent delivers replies. These controls are separate from the instructions in your prompt.

The agent settings: language, name, purpose, company context, model and temperature.

Set the inactivity timeout

In Close after no reply for, enter the Hours and Minutes your agent should wait without a customer reply before closing the conversation.

• The default is 24 hours.

• The total must be between 10 minutes and 24 hours.

• The minutes field accepts 0–59. At 24 hours, the minutes value is 00.

• After a conversation closes, the customer's next message starts a new conversation.

For example, enter 1 Hour and 30 Minutes for a 90-minute timeout. The minimum is 0 Hours and 10 Minutes.

Keep follow-ups within the timeout

Your timeout cannot be shorter than the longest configured follow-up delay. If a follow-up is set for 120 minutes, a 60-minute timeout prevents saving until you shorten or remove that follow-up, or increase the timeout.

The maximum follow-up delay is also capped by this timeout. Schedule reminders comfortably before closure; an accepted delay is not a guarantee of delivery after the conversation closes.

The agent's inactivity timeout and WhatsApp's messaging window are different constraints. Increasing the timeout does not extend permission to send WhatsApp messages. Follow-ups still need to satisfy channel and conversation rules.

For message types, quiet-hour windows, timer resets and cancellation behavior, see Follow-ups.

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Choose how replies are delivered

Control	What it changes
Wait a moment before replying	Adds a short pause before replying. Longer responses wait longer. It does not set a follow-up schedule.
Reply in several short messages	Lets the agent deliver its answer as shorter messages rather than one long message.
Show a typing indicator while replying	Shows a typing indicator while the reply is prepared. Available only on WhatsApp.

The WhatsApp typing indicator also marks the contact's unread messages as read, including earlier messages. Review this setting before enabling it if your team relies on unread messages to track work.

New Text Agents created through the creation wizard or Dapti enable split replies and the typing indicator by default. Existing agents keep their saved settings; the change does not automatically switch those controls on for them. Check the switches on the specific agent you are editing.

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Save, test and publish

1. Set the timeout and reply controls.

2. Click Save Agent to save the draft. Resolve any timeout or follow-up validation message before continuing.

3. Open Playground, reset the test conversation and check the saved draft's responses.

4. When the draft is ready, click Publish and confirm to make the changes live.

5. Use a controlled conversation on the connected WhatsApp line to verify channel-specific delivery and typing behavior. Playground alone does not verify WhatsApp read receipts or delivery.

Saving a draft does not publish it. Avoid testing real customer workflows or external actions without appropriate test contacts and credentials.

Troubleshooting

Symptom	What to check
The timeout cannot be saved	The total must be 10–1440 minutes, and cannot be shorter than a configured follow-up delay.
Minutes return to 00 at 24 hours	The total is capped at 24 hours; extra minutes would exceed the maximum.
Customers still see the old behavior	Confirm the draft was saved and published, and test a fresh conversation on the intended agent and channel.
No typing indicator in Playground	The indicator is a WhatsApp feature; verify it on the connected line.
Earlier WhatsApp messages became read	This is a consequence of the typing indicator, not a separate conversation assignment.

Related guides

Playground: Testing your Text AI AgentsFollow-ups