Sending conversation inactivity reminders to end users

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<p id="docs-ai-summary-content">Admins can set up inactivity reminders to notify end users when their messaging conversations become inactive. You can configure up to three reminders, customize message content, and apply tags for tracking. For newer accounts, these settings are enabled by default. Reminders help maintain engagement and can be tailored to fit your support workflow, ensuring timely follow-up on inactive conversations.</p>
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<p class="p">Admins can configure up to three reminders to be sent to end users when their messaging
conversation becomes inactive, and tag conversations when reminders are sent.
Configuration options for inactivity reminders are part of the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043034053658" target="_blank">capacity release settings</a> in Admin Center.</p>
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<div class="note note">
<span class="notetitle">Note:</span> For accounts created after May 19, 2025, the capacity release and inactivity
reminder settings are turned on by default. Reminder tags are turned on by default
for accounts created after October 16, 2025. Accounts created before these dates
will need to turn these features on before they can configure these settings.</div>
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<p class="p">This article includes the following sections:</p>
<div class="p">
<ul class="ul" id="inactivity_reminders__ul_gft_cyd_1gc">
<li class="li"><a class="xref" href="#topic_yym_4vd_1gc">About inactivity reminders</a></li>
<li class="li"><a class="xref" href="#topic_kc1_mzd_1gc">Configuring inactivity reminders</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_yym_4vd_1gc">
<h2 class="title topictitle2" id="ariaid-title2">About inactivity reminders</h2>
<div class="body">
<p class="p">For newer messaging accounts, inactivity reminders are turned on and configured by
default for the Web Widget, iOS and Android SDKs, and Zendesk-supported social
messaging channels. The default configuration sends three reminders with simple
message text in the account’s <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408887059866#topic_rtc_42j_1y" target="_blank">default language</a>, and adds tags to a
conversation. You can keep these default settings or customize them as needed.</p>
<p class="p">By default:</p>
<div class="p">
<ul class="ul" id="topic_yym_4vd_1gc__ul_tqq_czd_1gc">
<li class="li">The <strong class="ph b">First reminder</strong> is sent after five minutes of end-user inactivity.
This reminder updates the ticket’s status to Pending, and adds the tag
<em class="ph i">messaging_reminder_1 </em>to the conversation. </li>
<li class="li">The <strong class="ph b">Second reminder</strong> is sent after another five minutes of end-user
inactivity. This reminder does not update the ticket’s status, but adds the
tag <em class="ph i">messaging_reminder_2 </em>to the conversation. </li>
<li class="li">The <strong class="ph b">Third reminder</strong> is sent after one additional minute of end-user
inactivity. This reminder updates the ticket’s status to Solved, and adds
the tag <em class="ph i">messaging_reminder_final</em> to the conversation. </li>
<li class="li">The <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8009788438042" target="_blank">messaging session does not end
automatically</a> when a ticket becomes inactive.</li>
</ul>
</div>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> For accounts created before October 16, 2025, there are no default tags.
You’ll need to add tags in the Tags field to include them with inactivity
reminders. </div>
</div>
<p class="p">Consider the following when using inactivity reminders:</p>
<div class="p">
<ul class="ul" id="topic_yym_4vd_1gc__ul_is3_jpz_1bc">
<li class="li">You must be an admin to configure inactivity reminders. </li>
<li class="li">Inactivity reminders are available for the Web Widget, iOS and Android SDKs,
and Zendesk-supported social messaging channels.</li>
<li class="li">It can take up to 10 minutes for updates to the inactivity reminder setting
to begin working. </li>
<li class="li">If an AI agent is in use, inactivity reminders are sent to end users from
that AI agent, and the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6447066520986" target="_blank">avatar and bot name</a> associated
with it are displayed with the reminder message. If no AI agent is in use,
the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4500747797914#topic_ubc_nmd_btb" target="_blank">logo associated with the Web
Widget</a> appears with the message.</li>
<li class="li">Reminder tags can be used in business rules, views, and reporting. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888664474" target="_blank">About tags</a> for more
information.</li>
</ul>
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</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_kc1_mzd_1gc">
<h2 class="title topictitle2" id="ariaid-title3">Configuring inactivity reminders</h2>
<div class="body">
<p class="p">You can set up inactivity reminders when you <a class="xref" href="#topic_mfm_prq_1bc">configure your messaging capacity release settings</a>, or
update the setting at a later date.</p>
<p class="p"><strong class="ph b">To customize your inactivity reminder settings</strong></p>
<div class="p">
<ol class="ol" id="topic_kc1_mzd_1gc__ol_ptl_lc2_1gc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_kc1_mzd_1gc__d8e868" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png">
<strong class="ph b">Channels</strong> in the sidebar, then select <strong class="ph b">Messaging and social &gt;
Messaging</strong>.</span></li>
<li class="li">Click <strong class="ph b">Messaging settings</strong>.</li>
<li class="li">Under <strong class="ph b">Advanced</strong>, expand the <strong class="ph b">Capacity release</strong> section.</li>
<li class="li">Under <strong class="ph b">Remind customers about inactive conversations</strong>, select <strong class="ph b">1
reminder</strong>, <strong class="ph b">2 reminders</strong>, or <strong class="ph b">3 reminders</strong>. Subsequent
reminder settings are displayed based on this selection.<p class="p">To turn off
inactivity reminders, select <strong class="ph b">Do not remind</strong>. </p>
<div class="p">
<img class="image" id="topic_kc1_mzd_1gc__image_srn_wsq_1bx" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/auto-release_capacity-reminders.png" width="500"><div class="note note">
<span class="notetitle">Note:</span> If you selected Solved as
the ticket status for <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043034053658#topic_mfm_prq_1bc" target="_blank">the initial inactivity
period</a>, you will only be able to select <strong class="ph b">Do not
remind</strong> or <strong class="ph b">1 reminder</strong>.</div>
</div>
</li>
<li class="li">Select <strong class="ph b">End messaging session after last reminder is sent</strong> to automatically <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8009788438042" target="_blank">end the messaging session</a> when the
ticket becomes inactive.</li>
<li class="li">Configure the reminders’ messages, inactivity periods, ticket status
changes, and tags as needed: <div class="note note">
<span class="notetitle">Note:</span> You can use <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882999066" target="_blank">dynamic content</a> in reminder
messages to automatically translate or customize the messages for end
users.</div>
<ul class="ul" id="topic_kc1_mzd_1gc__ul_i4v_scs_jfc">
<li class="li">
<strong class="ph b">First reminder</strong>: <ul class="ul" id="topic_kc1_mzd_1gc__ul_j1z_qw3_zgc">
<li class="li">Enter the message you want to send when the initial
inactivity period is reached, or use the default message.
This reminder uses the wait time and ticket status
configured for the <a class="xref" href="#topic_mfm_prq_1bc">initial messaging capacity release
settings</a>.</li>
<li class="li">Update the tag or add additional tags as needed. Clear the
Tags field to prevent tags from being added to the ticket.
</li>
</ul>
</li>
<li class="li">
<strong class="ph b">Second</strong> and <strong class="ph b">Third reminders </strong>(if applicable):<ul class="ul">
<li class="li">Enter a whole number between 1 and 15 for the <strong class="ph b">Wait time
after previous reminder</strong> in minutes.</li>
<li class="li">Enter the message you want to send.</li>
<li class="li">Enter the status change you want to apply to the ticket when
each subsequent inactivity period is reached. You can select
No change, Pending, On-hold, Solved, or a custom status
mapped to these ticket status categories. Note that support
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886797466" target="_blank">ticket triggers</a>
using the selected ticket status as a condition will fire
when the status is applied.</li>
<li class="li">Update the tag or add additional tags as needed. Clear the
Tags field to prevent tags from being added to the ticket.
</li>
</ul>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> The second and third reminders are not sent if an agent
solves the ticket after the first reminder.</div>
</div>
</li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Save settings</strong>.</li>
</ol>
</div>
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