--- url: https://docs.oakmega.com/en/guide/service-center/auto-close.md description: >- After a Service Center conversation is marked as resolved, the system can close it automatically after a set number of hours, and you decide whether it stays with the same organization or goes back to the default organization. This article covers the setting, how the time is counted, and why some conversations don't close automatically. --- By the end of this article you'll be able to have conversations marked **Resolved** close automatically after a few hours, so agents don't have to close them one by one, and decide who picks them up afterwards. ## Before you start * **Only workspace admins can open Service Center settings.** If you haven't set up agents and organizations yet, start with [Get started with Service Center: add agents and organizations](https://docs.oakmega.com/en/guide/service-center/setup-members-and-organizations.md). * Automation is set **per organization**: in the same workspace, organization A can close after 24 hours while organization B never closes automatically. ## Find an organization's automation settings 1. In the navigation bar, click **Service Center**, choose **Service Center**, then open **Service Center Setting** from the settings button in the top-right. 2. Switch to the **Organization** tab, find the organization under **Organization Management** and click the edit (pencil) icon at the end of its row. 3. On the organization's edit page, switch to the **Automation** tab. The screenshot below shows the Organization tab. At the top is **Multiple Organization Condition Match**; below it, **Organization Management** lists each organization with **Accept System Auto-assign**, **Transfer to Agent → Enable AI Agent**, **Assigned Account** and **Responsible Tag**. ![The Organization tab in Service Center Setting: Multiple Organization Condition Match set to Distribute to Default Organization at the top, Default AI Agent not set in the middle, and Organization Management below listing the default organization plus Customer Support, North stores, South stores and Online store, each with auto-assign, Transfer to Agent → Enable AI Agent, AI Agent, assigned account, assigned tag and an edit button](https://docs.oakmega.com/en/guide/service-center/images/auto-close-01-organizations.png) ## Set up automatic closing 1. On the Automation tab, scroll down to **Automatically Close After Resolved**. 2. Under **Resolved → Close**, choose **Automatically Close** and enter the number of hours next to it (**0–72 hours**). 3. Under **Automatically Change Organization After Closing** below, choose what happens after the conversation closes (see the next section). 4. Click **Save** in the top-right. You'll see "**Edit organization successful**". The screenshot below shows these two sections of the Automation tab. **Resolved → Close** offers **Keep Original Status** (don't close automatically) or **Automatically Close** with a number of hours; **Close → Change Organization** has three options. ![The Automation tab: under Automatically Close After Resolved, Automatically Close is selected with 0 hours; under Automatically Change Organization After Closing there are three options: keep original organization and agent, keep original organization and remove agent, change to default organization and remove agent](https://docs.oakmega.com/en/guide/service-center/images/auto-close-02-automation.png) The animation below selects **Automatically Close**, changes the hours to 24, then switches **Close → Change Organization** to **Change to Default Organization and Remove Agent**. (Nothing is saved. While the hours field is empty, a required-field hint appears briefly.) [Animation（MP4）](https://docs.oakmega.com/en/guide/service-center/images/auto-close-03-set.mp4) ## Who gets the conversation after it closes **Close → Change Organization** decides where the conversation goes after it closes, which also decides who picks it up the next time this member writes in: | Option | After closing | Next time the service starts | |---|---|---| | **Keep Original Organization and Agent** | Stays in the current organization with the same agent | Same organization and agent; not redistributed | | **Keep Original Organization and Remove Agent** | Stays in the current organization; the agent is removed | Stays in the organization and a new agent is assigned | | **Change to Default Organization and Remove Agent** | Moves to the default organization; the agent is removed | Redistributed to a suitable organization based on distribution conditions | Conversations in the default organization itself stay there after closing and lose their agent; the next time the service starts they're redistributed based on distribution conditions. ## Other automation settings on the same page The Automation tab also has these settings, which affect whether a conversation stays Resolved: | Setting | What it does | |---|---| | **Transfer to Agent → Enable AI Agent** | Whether AI Agent reply mode turns on whenever a conversation is transferred to an agent | | **Open → Send Message** (agent sends) | After an agent sends a message in an open conversation: **Keep Original Status** or **Change to In Process** | | **Resolved → Send Message** (agent sends) | After an agent sends a message in a resolved conversation: **Keep Original Status** or **Change to In Process** | | **Resolved → Send Message** (member sends) | After the member sends a message in a resolved conversation: **Keep Original Status**, **Change to In Process** or **Change to Open** | ## How it works * **The time counts from the conversation's last message.** The system regularly checks conversations whose status is Resolved, and closes them once "time of the last message + the hours you set" has passed. So 24 hours means "24 hours after anyone last sent a message", not "24 hours after it was marked resolved". * **0 hours means "close right away".** Every resolved conversation is closed at the system's next check. * **Only conversations that are still Resolved are closed.** If the member writes again and **Resolved → Send Message** (member sends) changes the status to In Process or Open, the conversation is no longer resolved and won't close until it's marked resolved again. * **The conversation's current organization decides.** Once a conversation moves to another organization, that organization's automation settings apply. ## FAQ ### Some resolved conversations didn't close automatically Check in this order: 1. In the organization the conversation is in now, is **Resolved → Close** set to **Automatically Close**? 2. Counting from the last message, have more than the set number of hours passed? 3. Is the conversation still Resolved? A later message from the member may have changed it back to In Process or Open. ### Missing or incorrect content, please check again The hours field is empty or outside 0–72. Enter a whole number from 0 to 72 and save again. ## Next steps * [Get started with Service Center: add agents and organizations](https://docs.oakmega.com/en/guide/service-center/setup-members-and-organizations.md) * [Set up a LINE chatbot](https://docs.oakmega.com/en/guide/chatbot/line-chatbot.md) * [Glossary](https://docs.oakmega.com/en/glossary.md)