Close finished conversations

Close conversations lets the agent close a conversation once it is finished: the customer got what they came for, or said goodbye or thanks. Open conversations are then only the ones still waiting for something, and reports count them right.

It is on for every agent.

When it closesCopy link

The agent closes the conversation right after it sends its last message, and only when:

• the customer is not waiting for anything else from the agent or the team;
• the agent did not just ask them a question;
• nobody on the team is responsible for the conversation, by assignment or by a human handoff;
• the customer did not write again while the agent was answering.

If the customer writes again, the conversation opens by itself and the agent answers as usual. The conversation shows who closed it, by the agent's name.

Turn it on or offCopy link

1. Open Agents and enter the agent.
2. Open Close conversations.
3. Turn Close finished conversations on or off.
4. Select Save changes.

If you want the agent to close in other cases, or never in some, say so in Instructions, for example: "Do not close the conversation after sending a quote."