Aerialink Conversations – Auto-Close Configuration

Purpose

This KB documents the internal process for enabling and managing the Conversation Auto-Close setting in Aerialink Conversations. This setting automatically closes inactive conversations after a defined period of time.

---

Overview

• Auto-close is an account-level setting (Company level).
• The configuration is applied directly in the Conversations database.
• Auto-close is enforced via a scheduled database job using a stored procedure.

---

Required Information

Before making the change, confirm:

• Company ID
• Company Name
• Requested auto-close duration (in hours)

Example:

• Company ID: 2443
• Company Name: Kent OH
• Auto-close duration: 12 hours

---

Database Configuration Steps

Step 1: Verify Current Setting

select id, name, auto_close_hours
from companies
where id = '2443';

Step 2: Update Auto-Close Duration

Set the auto_close_hours value to the requested number of hours.

update companies
set auto_close_hours = 12
where id = '2443';

• A value greater than 0 enables auto-close
• A value of 0 or NULL disables auto-close

---

Auto-Close Processing Logic

Auto-close is executed by the scheduled stored procedure:

CREATE PROCEDURE auto_close_conversations()
BEGIN
  UPDATE conversations_production.conversations conv
  INNER JOIN conversations_production.companies comp
    ON conv.company_id = comp.id
  SET
    conv.status = 'closed',
    conv.updated_at = NOW(),
    conv.is_last_updated_by_phone = 0
  WHERE
    comp.auto_close_hours > 0
    AND conv.status != 'closed'
    AND conv.updated_at < DATE_ADD(NOW(), INTERVAL (comp.auto_close_hours * -1) HOUR);

  SELECT ROW_COUNT();
END;

Logic Summary

• The procedure checks all companies where auto_close_hours > 0
• Conversations are closed if:
  • Status is not already closed
  • Last update exceeds the configured inactivity window

---

Operational Notes

• Tier-1/Tier-2 Support should not perform this change
• Requires Engineering / DB access (e.g., JR / Srikanth)

---

Example Implementation (Reference)

• Customer: Land O’Lakes
• Company Name: Kent OH
• Company ID: 2443
• Auto-close hours: 12
• Status: Successfully configured and confirmed

---

NOTE : It is not configurable via UI, since we are anyhow sunset the conversations product.