hey ​@Marcelo Maderia, 

If you're using the "Automatically close abandoned workflow conversations" setting, here are a few best practices:

• Don’t set the timer too short — 15 to 30 minutes usually works well. It gives users a chance to return without keeping your inbox cluttered.

• Add a friendly closing message before the conversation closes, like:
  "Looks like you’ve stepped away — I’ll close this for now, but feel free to reply anytime to continue."
  That way it doesn’t feel abrupt.

• Use a tag like auto-closed so you can track how often this happens and identify any issues in your workflow.

• And lastly, don’t auto-close conversations too aggressively — especially if users are mid-journey or still filling out a form.

Hope that helps!

Few details from experience: 

• If you’re using the “Automatically close abandoned workflow” setting, you might see that some workflows never close the conversation. In the article you will see that if you “Send a ticket form” then the workflow is considered as ended, and not as abandoned. You might end up having a lot of conversations not closed for that reason. At the bottom of the article is a workaround for that. 

• Same if you are collecting data from the lead (email, name etc). As soon as you do that, the workflow will not consider any abandonment, because you will probably want to manually go there and work on those leads.