# Chat agent — auto-closed (inactivity timeout) chats don't trigger analysis or chat\_analyzed webhook **URL:** \ **Category:** Support Help\ **Tags:** bug\ **Created:** [June 24, 2026, 9:14pm UTC](https://community.retellai.com/t/chat-agent-auto-closed-inactivity-timeout-chats-dont-trigger-analysis-or-chat-analyzed-webhook/3192 "2026-06-24T21:14:26Z")\ **Posts on this page:** 4\ **Page:** 1
**Author:** ![insights](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/insights/32/543_2.png) [@insights](https://community.retellai.com/u/insights)\ **Post date:** [June 24, 2026, 9:14pm UTC](https://community.retellai.com/t/chat-agent-auto-closed-inactivity-timeout-chats-dont-trigger-analysis-or-chat-analyzed-webhook/3192/1 "2026-06-24T21:14:26Z")
Hi all, Hoping someone can confirm whether this is expected or a known issue. I have a chat agent (not voice) with a post-chat webhook configured at the agent level and `chat_analyzed` enabled. Chats that end explicitly work perfectly — analysis runs automatically, `chat_analyzed` fires, and the data reaches my endpoint. The problem is with chats that **auto-close on the inactivity timeout** (user walks away without ending the chat): - The chat reaches “Ended” status and the transcript is retained. - But the post-chat analysis does **not** run automatically — summary, sentiment and custom fields stay empty until I manually click “Rerun”. - Clicking “Rerun” populates everything correctly (so the data is all there), but it doesn’t fire the `chat_analyzed` webhook — so these chats never reach my system. So auto-closed chats end successfully but never trigger the automatic analysis or webhook, and I lose every abandoned chat. Config: data storage = everything, auto-close enabled (6 min), webhook at agent level with `chat_analyzed` on, currently on the free trial. I came across a thread suggesting this was a known issue that had been fixed — can anyone confirm whether the fix is live, or whether there’s a setting I’m missing? And has anyone found a reliable way to capture chats where the user abandons the conversation without explicitly ending it? Thanks! ---
**Author:** ![mark1](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/mark1/32/2524_2.png) [@mark1](https://community.retellai.com/u/mark1)\ **Post date:** [June 24, 2026, 9:30pm UTC](https://community.retellai.com/t/chat-agent-auto-closed-inactivity-timeout-chats-dont-trigger-analysis-or-chat-analyzed-webhook/3192/2 "2026-06-24T21:30:48Z")
Hey @insights Could you please share your Agent ID and the Chat Widget ? This will help us investigate the issue further. ---
**Author:** ![TONNIC](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/tonnic/32/131_2.png) [@TONNIC](https://community.retellai.com/u/TONNIC)\ **Post date:** [June 25, 2026, 2:08am UTC](https://community.retellai.com/t/chat-agent-auto-closed-inactivity-timeout-chats-dont-trigger-analysis-or-chat-analyzed-webhook/3192/3 "2026-06-25T02:08:46Z")
> [@insights](#): > > - The chat reaches “Ended” status and the transcript is retained. Haven’t had this issue, commenting to follow. ---
**Author:** ![hello8](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/hello8/32/1875_2.png) [@hello8](https://community.retellai.com/u/hello8)\ **Post date:** [June 29, 2026, 12:41am UTC](https://community.retellai.com/t/chat-agent-auto-closed-inactivity-timeout-chats-dont-trigger-analysis-or-chat-analyzed-webhook/3192/4 "2026-06-29T00:41:37Z")
Hey, thanks for the detailed write-up. Honesty up front, the docs confirm the mechanism you’d expect (chat agents fire `chat_started`, `chat_ended` and `chat_analyzed`, and `chat_analyzed` only fires once analysis completes), but they say nothing about how auto-close on the inactivity timeout is meant to behave. So I can’t confirm whether that fix you saw mentioned is actually live, and I don’t think you’re missing a setting. Looks more like the auto-close path just isn’t running analysis the way an explicit end does. Worth raising with Retell support directly with a couple of chat\_ids so they can check it server side. In the meantime, two things to get those abandoned chats flowing again: 1. Check whether `chat_ended` is firing on the auto-closed ones. It carries the full chat object minus `chat_analysis`, so even without the summary and sentiment you’d at least catch the transcript and know the chat ended. If `chat_ended` fires but `chat_analyzed` doesn’t, that pins the bug down nicely. 2. More reliable: stop leaning on Retell’s auto-close and end the chats yourself. Run your own inactivity timer and call the End Chat API (`PATCH /end-chat/{chat_id}`) when a user goes quiet. Explicit ends already analyse and fire `chat_analyzed` correctly for you, so this sidesteps the whole problem. Are you seeing `chat_ended` come through on the abandoned ones, or nothing at all? That’d help work out where it’s dropping. Russell