To automatically archive inactive conversations in Papo (https://papo.global/), you can create an automation rule that closes and archives conversations with no interaction for a defined period, keeping your inbox clean and focused only on active conversations.
With this automation, you eliminate the manual work of reviewing and closing stalled conversations, ensuring your team only sees what truly needs attention. The rule works based on an inactivity trigger and performs the archiving action without human intervention.
Summary: manual archiving vs. automation rule
| Method | How it works | When to use |
|---|---|---|
| Manual archiving | An agent reviews the inbox, identifies stalled conversations, and archives them one by one. | Operations with very low volume or when you need full control over each closure. |
| Automation rule | The system monitors inactivity and automatically archives conversations that meet the defined time criterion. | Medium- and high-volume operations, where keeping the inbox organized manually is unfeasible and prone to failures. |
How the automatic archiving rule works
The rule uses the conditional logic of Papo's Automation module: when a conversation reaches a certain amount of time with no interaction (a new message from the customer or the agent), the system performs the action of archiving it. You define the number of days of inactivity and can optionally filter by channel, tag, or other criteria.
Step by step to create the rule
1. Access the Automation module
In the Papo dashboard, go to Settings and click Automation. This is the hub where you manage all rules that automate support actions.
2. Start a new rule
Click the button to add a new rule. Give it a descriptive name, such as “Archive conversations inactive for 7 days.” This makes it easier to identify and adjust later.
3. Define the inactivity trigger
Choose the event that triggers the automation. For archiving due to inactivity, select the trigger related to conversation with no interaction. Then configure the time condition:
- Inactivity period: define how many days (or hours) the conversation must go without messages to be considered inactive (e.g., 7 days). You can add extra conditions, such as a specific tag (e.g., “Resolved”) or a source channel, to refine which conversations will be archived.
4. Choose the “Archive conversation” action
In the actions section, select Archive conversation (or the equivalent closing action). From that moment on, every conversation that reaches the defined inactivity time will be automatically moved to the archive, freeing up the inbox.
5. Save and activate the rule
Review the settings, save, and make sure the rule is active. Now your inbox will stay organized without anyone having to worry about stalled conversations.
Who this automation is recommended for
- Teams with a high volume of support requests: if your inbox receives dozens or hundreds of conversations per day, the rule prevents already resolved or abandoned conversations from cluttering the work queue.
- Operations that prioritize SLA and productivity: agents don’t waste time digging through inactive conversations; the focus stays only on customers who still need a reply.
- Companies that use multiple channels: you can create different rules per channel (e.g., WhatsApp archives after 5 days, email after 10 days), adapting the archiving policy to each context.
Frequently asked questions
Does the rule archive conversations that are waiting for a customer reply?
Yes, as long as the configured inactivity time is reached. If you want to preserve conversations where the customer has not yet replied, you can adjust the period to a longer value or use a tag that prevents archiving (e.g., “Waiting for customer”).
Can I set different deadlines for different channels?
Yes. Create one rule per channel, using the “Source inbox” condition and the respective inactivity period. That way, WhatsApp can archive after 3 days, while email archives after 7, for example.
What happens if the customer sends a new message after archiving?
The conversation is automatically reopened and appears again in the inbox as a new interaction. The previous history is preserved.
Is it possible to archive only conversations that already have a specific tag?
Yes. Add a tag condition to the rule. For example: archive only conversations with the “Resolved” tag that have been inactive for 5 days.
Does the archiving rule affect reports or metrics?
Archiving does not delete data. Conversations remain accessible in the archive and continue to be counted in historical reports. Only the inbox view is cleaned up.
Do I need special permission to create automation rules?
Permissions follow your Papo account’s access configuration. Usually, administrators and managers have access to the Automation module. Check with the person responsible for the account if you don’t see the option.
See also
- How to set up rules to automatically assign conversations from a specific channel to a team
- How to create an automation that sends a message after a specific time
Automate the archiving of inactive conversations and keep your operation organized without manual effort.