Why are late customer replies not added to email AI agent conversation logs after 72 hours?

Question

When using the email AI agent, the AI agent may reply to ask the customer for more information. If the customer responds more than 72 hours later, their reply may appear on the ticket but not in the original AI agent conversation log.

Why are delayed customer replies not added to the AI agent conversation log after 72 hours?

In some cases, the ticket events also show the resolution type as Automated, even though the customer replied later. Why does this happen, and can this behavior be changed?

Answer

This behavior is expected.

If an end user does not reply within 72 hours of the AI agent’s latest message, the conversation may be classified as an automated resolution after a system verification step is completed by a large language model (LLM).

Once that happens:

The conversation is counted as an automated resolution

The automated resolution status cannot be reversed or changed

If the customer replies later, their message can still appear on the ticket itself, but it will not be added back into the original AI agent conversation log

How the 72-hour window works

The 72-hour period is based on end-user inactivity after the AI agent’s most recent message. For example, if the AI agent asks the customer for more details and the customer does not reply within the next 72 hours, the conversation may be marked as an automated resolution once the verification step is complete.

Can the 72-hour window be changed?

No. The 72-hour timeframe is part of the product’s current system behavior and is not configurable.

For more information, see:

About the automated resolutions platform (prior to resolution tiers)

About automated resolution tiers