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Closing a conversation

How to mark finished conversations as resolved or unresolved, and why it matters.

After handling a conversation, mark it with the appropriate closing status. The statistics in your dashboard, your reports, and later analysis all rely on how finished conversations are catalogued.

How to close

  1. Open the conversation.
  2. In the top bar, click Close conversation.
  3. In the dialog box, choose one of two outcomes:
    • Resolved: the customer got the answer they needed, or the issue was handled.
    • Unresolved: the conversation ended without a satisfactory result (e.g. the customer left, the matter required contact outside the chat, or information was missing from the knowledge base).
  4. Confirm your choice.

A system note "{Name} closed the conversation" will appear in the conversation history, along with the chosen status.

When to close

  • After a conversation with an agent ends: when a human took over the conversation and saw it through to the end.
  • When the customer got everything they needed from the bot: even without an agent stepping in.
  • When the conversation has been inactive for a while: the customer disappeared and the matter no longer needs your attention. In that case you'll usually mark it as Unresolved if the issue was only partially handled.

Why the distinction matters

The closing status doesn't affect what the customer sees (the conversation simply disappears from the active ones), but it does affect your reports:

  • the share of resolved conversations indicates the overall effectiveness of the bot and your team,
  • knowledge base articles often linked to unresolved conversations are good material to improve or expand.

Can it be undone

Yes. If you closed a conversation by mistake or changed your mind about the status, open it again and click Close conversation to choose a different outcome. The system will overwrite the previous decision.

What's next

If you want the conversation to return to the bot's care (instead of staying in your hands), use the Hand back conversation feature rather than closing it. This is described in the article Live support, ending a conversation.