A support inbox fills up fast with conversations that are technically finished but nobody ever closes. Arbyn checks in on quiet conversations, wraps them up on your behalf, and, if you'd like, asks the customer for a quick rating once it's done, so your inbox stays a picture of what's actually still open.

Arbyn nudges a chat customer who's gone quiet, resolves and eventually closes conversations that have genuinely wrapped up, and can collect a 1 to 5 star satisfaction rating with an optional comment once a conversation is finished. All of it is optional and independently controlled.

Settings, Inbox holds every setting described here: the follow-up nudge, auto-close timing, and CSAT. A conversation's own status pill (Resolved or Closed) and any star rating it received show up directly on that conversation.

When a chat customer goes quiet. If Arbyn has replied and the customer doesn't respond, Arbyn checks in once with a short, friendly message after a period of silence you choose (15 minutes by default). If there's still nothing after another wait of the same length, Arbyn sends a polite wrap-up message and marks the conversation Resolved on its own, in the customer's own language. Arbyn skips this entirely once a conversation has been escalated or handed to a person, so it never wraps something up out from under your team. If the customer replies at any point during this, the nudge cadence resets and Arbyn simply continues the conversation.

When a customer says they're done. If a customer explicitly tells Arbyn there's nothing else they need, Arbyn resolves the conversation right there instead of waiting out the silence window.

Genuinely abandoned chats. As a backstop, a chat conversation that Arbyn replied to and the customer simply never came back to, and that never made it through the nudge cadence above (for instance if you've turned the nudge off), is also closed quietly once it's been idle for your configured auto-close window, so it can't sit open forever. No nudge is sent in this case.

Email conversations. There's no live "still there?" check for an email thread, so a resolved email conversation with no reply from the customer is simply closed automatically after the number of days you choose (7 by default). You can also set a separate, optional window for conversations that are waiting on a customer's reply and never get one, which closes them directly rather than leaving them open indefinitely.

Resolved versus Closed. Resolved is a soft state meaning the main question has been answered; the conversation isn't necessarily over. For chat, you decide whether a customer can keep typing into that same resolved conversation (allowed by default) or whether they'll be prompted to start a fresh one instead. Closed is the firmer line: on chat, the message box is replaced with an option to start a new conversation. Email works differently by nature. A reply to a closed email conversation always reopens the original thread, since that's simply how email works and isn't something Arbyn can prevent, but Arbyn treats that reply as picking the same conversation back up rather than starting a confusing duplicate.

Collecting CSAT. Turn it on (on by default) and choose where it's asked: the same channel the conversation happened in, email only, or the chat widget only. For chat, Arbyn asks for a star rating with an optional comment right in the widget once the conversation wraps up. For email, since there's no live window to ask in, the same rating request goes out as a short follow-up email once the conversation is formally closed, with one tap per star to submit. Either way, the rating and any comment land on that conversation's timeline right away, tagged with which channel it came through, so feedback always sits next to the transcript it's about. A rating is only ever asked once per conversation; submitting again simply replaces the earlier score rather than asking twice.

A low rating raises the conversation's priority. A 1 or 2 star rating does two things beyond just recording the score: you get notified (see Notifications settings), and the conversation's priority is bumped up so it stands out on your inbox's priority filter and sort, rather than sitting quietly at whatever priority it was already at. This never lowers a priority you or Arbyn already raised for another reason, it only ever moves a Low or Medium conversation up, so a bad rating can't accidentally bury something that was already flagged as more urgent.

Will Arbyn nudge or auto-close a conversation my team is handling? No. The nudge and every auto-close path skip a conversation that's been escalated or taken over by a person.

What happens if a customer replies to a chat nudge? The check-in cadence resets and the conversation continues normally; nothing closes.

Can a customer reopen a conversation after it's closed? On email, yes, always, since a reply to a closed thread reopens it regardless of any setting here. On chat, that depends on a setting you control: a Resolved (not yet Closed) conversation can either stay open to the same reply, or prompt the customer to start fresh, whichever you've chosen. A truly Closed chat conversation always starts a new one.

Where do I turn CSAT on or off, or change which channel it's asked on? Settings, Inbox. You can disable it entirely, or keep it on and choose whether it's asked in the same channel as the conversation, by email only, or in the chat widget only.

Does the customer get asked for a rating more than once if they come back? No. A conversation is only ever asked for a rating once, whether that's on the first close or a later reopen.

Does a bad rating change anything besides sending me a notification? Yes. A 1 or 2 star rating also raises that conversation's priority if it was Low or Medium, so it's easier to spot in your inbox. It never lowers a priority that was already higher, so a genuinely urgent conversation can't get buried by this.