Inbox
Set inbox silence rules for quiet conversations in Naffes CRM
Silence rules are what the Naffes CRM inbox does on its own when a conversation goes quiet: it reminds whoever owes a reply, follows up with a customer who stopped answering, and closes what has gone cold. They are on by default in every workspace, so review the values against your own sales cycle.
The four rules and their defaults
| Rule | When it fires | Default |
|---|---|---|
| Remind the assignee | A customer is waiting for our reply | After 2 hours |
| Tell the managers | Still no reply, or at once when nobody is assigned | After 24 hours |
| Send one follow-up | We wrote last and the customer went quiet | After 48 hours |
| Close the conversation and mark its deal lost | The customer stays silent | After 14 days |
Rules are checked every 30 minutes, and the close uses the reason “no response”. If the customer writes later, both the thread and its deal reopen by themselves.
Configure the rules
Open silence rules
Go to Settings → Integrations → Channels → Silence rules. You need workspace-admin rights.
Decide on the master switch
Act on silence turns every rule on or off together. When it is off, nobody is reminded, no follow-up is sent, and no conversation or deal is closed automatically.
Set each rule
Enter the hours for reminding the assignee, telling the managers and sending the follow-up, and the days before closing. Enter 0 to switch off one rule while keeping the rest.
Save
Click Save and look for “Silence rules saved”. The new values apply from the next check.
Choosing sensible values
- An online shop handling quick questions: remind the assignee after 1 hour, tell managers after 4, close after 7 days.
- Real estate or projects with long buying decisions: keep reminders short, but raise the close to 30 days or set it to 0, so a large deal is not marked lost while the customer is still reviewing the offer.
- A small team without dedicated managers: set Tell the managers to 0 and rely on the assignee reminder.
The close rule marks the open deal lost automatically (up to 50 deals per workspace on each check). The deal does come back if the customer writes, but until then it counts as lost and moves the win rate on your deals dashboard, so review this rule first.
Limits of the follow-up message
The follow-up is fixed text. Inside the WhatsApp 24-hour window it goes as free text; outside it, it needs an approved template that can only be set in the server configuration, not in the UI. With default settings, the WhatsApp follow-up outside the window is therefore usually skipped. If the follow-up matters, send an approved template by hand from the conversation, as described in replying after the 24-hour window.
Questions
Questions 2
Does the close rule fire when we are the ones who have not replied?
No, the close rule is about customer silence. A customer waiting on us is handled by the assignee and manager alerts.
Who are the “managers” that get alerted?
The workspace's managers. They are alerted at once when the thread has no assignee.