The "stuck" interactions - are these with Agents, or just generally in the system?
The problem here is that SMS isn't inherently threaded, so what GC has to do is to make an educated guess.
A "conversation" is identified by looking at the DNIS and ANI (To and From) numbers. If they match, then it's part of the same conversation. If an agent doesn't wrap an SMS up, then it can stay active for months and any further messages from that customer will be seen as part of the conversation and routed to the same agent, not through the inbound message flow.
Once a "conversation" is wrapped up, the system starts a configurable timer (by default 3 days, I believe). Any more communication from the customer within that timeframe will have it's history routed with it when it's sent to an agent.
There is a bit more to it than that, when Agents initiate a message, the system sees if this could be part of an existing "conversation" (see above). If it's an active conversation (i.e. not wrapped up) then the agent is asked if they want to take it over. If it's wrapped up, but in the 72 hour window, then the agent sees the history.
So, the question is, what do you mean by "end SMS interactions for the day"? You could reduce the 3-day timer, but it's a rolling window (not a fixed event each day) and it won't affect interactions that haven't been wrapped up.
Finally, be warned that this timer is a global setting, so you can't have different values for different queues / flows. (At least, you couldn't the last time I looked!)
HTH
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Paul Simpson
Eventus Solutions Group
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