SMS channel conversation auto-timeout not ending conversations

[adamd9]

Summary:
Our SMS channel conversation auto-timeout window isn't functioning — conversations are never automatically ended. This appears to be a system bug impacting session lifecycle/cleanup for SMS.

Observed behavior:

• Conversations started via SMS remain active and are not automatically closed after the expected timeout window.
• This leads to stale sessions and potential resource leakage.

Requested investigation steps:

1. Verify the configured auto-timeout value for SMS channel sessions and confirm it matches the intended policy.
2. Check logs for the session lifecycle manager and SMS gateway integrations to identify errors or failures when attempting to end sessions.
3. Reproduce the issue in staging with verbose logging enabled to capture any silent failures or exceptions.
4. Inspect any recent deployments or configuration changes related to VAD/voice channel handling, SMS handlers, or session managers.
5. Confirm whether other channels (voice, email, webchat) are affected or if this is isolated to SMS.
6. Provide mitigation steps and an estimated timeline for fix.

Additional notes:

• Please escalate if external SMS gateway rate-limits or API changes are suspected.
• Prioritise investigation to avoid prolonged resource consumption and user confusion.

Assignees: @delegate1 (please triage)
Labels: bug, priority-urgent, sms

Please confirm once you've started the investigation and summarise any findings or actions taken.