[{"data":1,"prerenderedAt":485},["ShallowReactive",2],{"pomoc:\u002Fhelp\u002Fconversations\u002Fclosing-a-conversation":3,"pomoc-pages:help_en":158},{"id":4,"title":5,"alt":6,"body":7,"description":148,"extension":149,"key":150,"meta":151,"navigation":152,"order":153,"path":154,"seo":155,"stem":156,"__hash__":157},"help_en\u002Fhelp\u002Fconversations\u002Fclosing-a-conversation.md","Closing a conversation","\u002Fpomoc\u002Frozmowy\u002Fzamykanie-rozmowy",{"type":8,"value":9,"toc":139},"minimark",[10,14,19,55,62,66,90,94,101,113,117,123,127],[11,12,13],"p",{},"After handling a conversation, mark it with the appropriate closing\nstatus. The statistics in your dashboard, your reports, and later\nanalysis all rely on how finished conversations are catalogued.",[15,16,18],"h2",{"id":17},"how-to-close","How to close",[20,21,22,26,34,52],"ol",{},[23,24,25],"li",{},"Open the conversation.",[23,27,28,29,33],{},"In the top bar, click ",[30,31,32],"strong",{},"Close conversation",".",[23,35,36,37],{},"In the dialog box, choose one of two outcomes:\n",[38,39,40,46],"ul",{},[23,41,42,45],{},[30,43,44],{},"Resolved",": the customer got the answer they needed, or the\nissue was handled.",[23,47,48,51],{},[30,49,50],{},"Unresolved",": the conversation ended without a satisfactory\nresult (e.g. the customer left, the matter required contact\noutside the chat, or information was missing from the knowledge\nbase).",[23,53,54],{},"Confirm your choice.",[11,56,57,58,61],{},"A system note ",[30,59,60],{},"\"{Name} closed the conversation\""," will appear in the\nconversation history, along with the chosen status.",[15,63,65],{"id":64},"when-to-close","When to close",[38,67,68,74,80],{},[23,69,70,73],{},[30,71,72],{},"After a conversation with an agent ends",": when a human took over\nthe conversation and saw it through to the end.",[23,75,76,79],{},[30,77,78],{},"When the customer got everything they needed from the bot",": even\nwithout an agent stepping in.",[23,81,82,85,86,89],{},[30,83,84],{},"When the conversation has been inactive for a while",": the customer\ndisappeared and the matter no longer needs your attention. In that\ncase you'll usually mark it as ",[87,88,50],"em",{}," if the issue was only\npartially handled.",[15,91,93],{"id":92},"why-the-distinction-matters","Why the distinction matters",[11,95,96,97,100],{},"The closing status doesn't affect what the customer sees (the\nconversation simply disappears from the active ones), but it does\naffect ",[30,98,99],{},"your reports",":",[38,102,103,106],{},[23,104,105],{},"the share of resolved conversations indicates the overall\neffectiveness of the bot and your team,",[23,107,108,109,112],{},"knowledge base articles often linked to ",[87,110,111],{},"unresolved"," conversations\nare good material to improve or expand.",[15,114,116],{"id":115},"can-it-be-undone","Can it be undone",[11,118,119,120,122],{},"Yes. If you closed a conversation by mistake or changed your mind about\nthe status, open it again and click ",[30,121,32],{}," to choose a\ndifferent outcome. The system will overwrite the previous decision.",[15,124,126],{"id":125},"whats-next","What's next",[11,128,129,130,133,134,33],{},"If you want the conversation to return to the bot's care (instead of\nstaying in your hands), use the ",[30,131,132],{},"Hand back conversation"," feature\nrather than closing it. This is described in the article\n",[135,136,138],"a",{"href":137},"\u002Fhelp\u002Flive-support\u002Fending-a-conversation","Live support, ending a conversation",{"title":140,"searchDepth":141,"depth":141,"links":142},"",2,[143,144,145,146,147],{"id":17,"depth":141,"text":18},{"id":64,"depth":141,"text":65},{"id":92,"depth":141,"text":93},{"id":115,"depth":141,"text":116},{"id":125,"depth":141,"text":126},"How to mark finished conversations as resolved or unresolved, and why it matters.","md","conversations\u002Fclosing-a-conversation",{},true,3,"\u002Fhelp\u002Fconversations\u002Fclosing-a-conversation",{"title":5,"description":148},"help\u002Fconversations\u002Fclosing-a-conversation","c1tijzwY4cjT7WePDoP7b31mhhchkZf4YZTmrzkbXGw",[159,164,167,173,179,184,189,194,199,204,209,214,219,224,229,234,239,244,249,253,258,263,268,273,278,283,284,289,294,299,304,309,314,319,325,330,335,340,345,350,355,360,366,371,376,381,387,392,397,402,408,413,419,425,431,437,443,449,455,461,467,473,479],{"path":160,"title":161,"description":162,"order":163,"key":163},"\u002Fhelp\u002Fconversations\u002Fconversation-details","Conversation details","[object Object]",null,{"path":165,"title":166,"description":162,"order":163,"key":163},"\u002Fhelp\u002Fteam-and-account\u002Ftwo-factor-authentication","Two-factor authentication",{"path":168,"title":169,"description":170,"order":171,"key":172},"\u002Fhelp","Fibly Help Center","Guides, instructions, and answers to questions about setting up and working with Fibly day to day.",0,"index",{"path":174,"title":175,"description":176,"order":177,"key":178},"\u002Fhelp\u002Fbot-configuration\u002Fbrand","Brand","How to set your website address and a short brand description, the two fields the Fibly bot uses as its basic context.",1,"bot-configuration\u002Fbrand",{"path":180,"title":181,"description":182,"order":177,"key":183},"\u002Fhelp\u002Fcustomers\u002Fcustomer-list","Customer list","How to view, filter, and search customers in the Fibly dashboard.","customers\u002Fcustomer-list",{"path":185,"title":186,"description":187,"order":177,"key":188},"\u002Fhelp\u002Fgetting-started\u002Fhow-the-bot-works","How the Fibly bot works","An overview of the architecture, from the customer's question to handing the matter over to your team.","getting-started\u002Fhow-the-bot-works",{"path":190,"title":191,"description":192,"order":177,"key":193},"\u002Fhelp\u002Finstallation\u002Fwordpress","Installing on WordPress","Three ways to add the Fibly widget to a WordPress-based site.","installation\u002Fwordpress",{"path":195,"title":196,"description":197,"order":177,"key":198},"\u002Fhelp\u002Fconversations\u002Flist-and-filters","List and filters","How to filter, sort, and find conversations in the Fibly dashboard.","conversations\u002Flist-and-filters",{"path":200,"title":201,"description":202,"order":177,"key":203},"\u002Fhelp\u002Fanalytics\u002Foverview","Overview","What the metric tiles and charts on the Fibly panel's home screen show.","analytics\u002Foverview",{"path":205,"title":206,"description":207,"order":177,"key":208},"\u002Fhelp\u002Fbilling\u002Fplans","Plans","A comparison of the Starter, Professional, and Enterprise plans in Fibly, plus the available add-ons.","billing\u002Fplans",{"path":210,"title":211,"description":212,"order":177,"key":213},"\u002Fhelp\u002Flive-support\u002Ftaking-over-a-conversation","Taking over a conversation","How to take a conversation over from the bot and handle it personally as an agent.","live-support\u002Ftaking-over-a-conversation",{"path":215,"title":216,"description":217,"order":177,"key":218},"\u002Fhelp\u002Fteam-and-account\u002Fteam-members","Team members","How to invite, edit, and remove a user in the Fibly dashboard.","team-and-account\u002Fteam-members",{"path":220,"title":221,"description":222,"order":177,"key":223},"\u002Fhelp\u002Fwidget\u002Fappearance","Widget appearance","How to match the colors, button text, and chat window title to your brand.","widget\u002Fappearance",{"path":225,"title":226,"description":227,"order":177,"key":228},"\u002Fhelp\u002Ftroubleshooting\u002Fwidget-not-appearing","Widget not appearing","What to check when the chat button doesn't show up after embedding the script on your site.","troubleshooting\u002Fwidget-not-appearing",{"path":230,"title":231,"description":232,"order":141,"key":233},"\u002Fhelp\u002Ftroubleshooting\u002Fbot-gives-wrong-answers","Bot gives wrong answers","What to do when the bot answers inaccurately, mixes up facts, or makes things up.","troubleshooting\u002Fbot-gives-wrong-answers",{"path":235,"title":236,"description":237,"order":141,"key":238},"\u002Fhelp\u002Fanalytics\u002Fcontrol-center","Control Center","Advanced escalation analytics, bot confidence breakdown, and recommendations in the Fibly panel.","analytics\u002Fcontrol-center",{"path":240,"title":241,"description":242,"order":141,"key":243},"\u002Fhelp\u002Fbilling\u002Fcredits-and-usage","Credits and usage","What AI credits are, how many a single bot message consumes, and where to check your current usage.","billing\u002Fcredits-and-usage",{"path":245,"title":246,"description":247,"order":141,"key":248},"\u002Fhelp\u002Fcustomers\u002Fcustomer-profile","Customer profile","How to edit customer details, add notes, review conversation history, and anonymize data in line with GDPR.","customers\u002Fcustomer-profile",{"path":137,"title":250,"description":251,"order":141,"key":252},"Ending a conversation","How to hand a conversation back to the bot or close it with a resolution outcome.","live-support\u002Fending-a-conversation",{"path":254,"title":255,"description":256,"order":141,"key":257},"\u002Fhelp\u002Fgetting-started\u002Ffirst-login","First login","How to accept your Fibly invitation and get access to the admin dashboard.","getting-started\u002Ffirst-login",{"path":259,"title":260,"description":261,"order":141,"key":262},"\u002Fhelp\u002Fknowledge-base\u002Fimport-markdown","Import Markdown files","How to import existing documentation in Markdown format into the Fibly knowledge base.","knowledge-base\u002Fimport-markdown",{"path":264,"title":265,"description":266,"order":141,"key":267},"\u002Fhelp\u002Finstallation\u002Fshopify","Installing on Shopify","How to add the Fibly widget to a Shopify store by editing the theme.liquid file.","installation\u002Fshopify",{"path":269,"title":270,"description":271,"order":141,"key":272},"\u002Fhelp\u002Fbot-configuration\u002Fmessages","Messages","How to set the bot's first message and choose one of three conversational personalities.","bot-configuration\u002Fmessages",{"path":274,"title":275,"description":276,"order":141,"key":277},"\u002Fhelp\u002Fteam-and-account\u002Froles-and-permissions","Roles and permissions","What the Admin, Manager, and Agent can do in the Fibly dashboard.","team-and-account\u002Froles-and-permissions",{"path":279,"title":280,"description":281,"order":141,"key":282},"\u002Fhelp\u002Fwidget\u002Fwelcome-notification","Welcome notification","How to set a short message that encourages the customer to open the chat.","widget\u002Fwelcome-notification",{"path":154,"title":5,"description":148,"order":153,"key":150},{"path":285,"title":286,"description":287,"order":153,"key":288},"\u002Fhelp\u002Fbot-configuration\u002Fhuman-support","Human support","How to configure handing conversations over to your team when the bot can't handle a question.","bot-configuration\u002Fhuman-support",{"path":290,"title":291,"description":292,"order":153,"key":293},"\u002Fhelp\u002Finstallation\u002Fwix","Installing on Wix","How to add the Fibly widget to a Wix site through the site settings panel.","installation\u002Fwix",{"path":295,"title":296,"description":297,"order":153,"key":298},"\u002Fhelp\u002Fwidget\u002Fnotification-sound","Notification sound","How to choose the audio cue the widget plays for the customer when new messages arrive.","widget\u002Fnotification-sound",{"path":300,"title":301,"description":302,"order":153,"key":303},"\u002Fhelp\u002Fgetting-started\u002Fquick-start","Quick start","A checklist for first launching the bot, from logging in to the first conversation.","getting-started\u002Fquick-start",{"path":305,"title":306,"description":307,"order":153,"key":308},"\u002Fhelp\u002Fbilling\u002Fteam-seats","Team seats","What the seat limit means, how to buy additional seats, and what happens when you exceed the limit.","billing\u002Fteam-seats",{"path":310,"title":311,"description":312,"order":153,"key":313},"\u002Fhelp\u002Fteam-and-account\u002Fuser-profile","User profile","How to change your first name, last name, and review your account details in the Fibly dashboard.","team-and-account\u002Fuser-profile",{"path":315,"title":316,"description":317,"order":153,"key":318},"\u002Fhelp\u002Fknowledge-base\u002Fmanually-written-article","Writing articles manually","How to write knowledge base articles in the Fibly editor, in visual or source mode.","knowledge-base\u002Fmanually-written-article",{"path":320,"title":321,"description":322,"order":323,"key":324},"\u002Fhelp\u002Fconversations\u002Fai-assist","AI assist for agents","How to generate a draft reply based on your knowledge base while handling a conversation.",4,"conversations\u002Fai-assist",{"path":326,"title":327,"description":328,"order":323,"key":329},"\u002Fhelp\u002Fteam-and-account\u002Fchanging-password","Changing your password","How to update the password for your Fibly account.","team-and-account\u002Fchanging-password",{"path":331,"title":332,"description":333,"order":323,"key":334},"\u002Fhelp\u002Fwidget\u002Fenabling-and-disabling","Enabling and disabling the widget","How to temporarily hide the chat button without removing the code from your site.","widget\u002Fenabling-and-disabling",{"path":336,"title":337,"description":338,"order":323,"key":339},"\u002Fhelp\u002Finstallation\u002Fprestashop","Installing on PrestaShop","How to install the official Fibly module in a PrestaShop store.","installation\u002Fprestashop",{"path":341,"title":342,"description":343,"order":323,"key":344},"\u002Fhelp\u002Fbilling\u002Finvoices","Invoices","Where to find your invoices, what their payment statuses mean, and how to download a PDF.","billing\u002Finvoices",{"path":346,"title":347,"description":348,"order":323,"key":349},"\u002Fhelp\u002Fbot-configuration\u002Fknowledge-base-context","Knowledge base context","How to set the depth of prerequisites the bot takes into account when answering.","bot-configuration\u002Fknowledge-base-context",{"path":351,"title":352,"description":353,"order":323,"key":354},"\u002Fhelp\u002Ftroubleshooting\u002Fno-email-notifications","No email notifications","What to check when you're not receiving escalation emails or the weekly summary.","troubleshooting\u002Fno-email-notifications",{"path":356,"title":357,"description":358,"order":323,"key":359},"\u002Fhelp\u002Fknowledge-base\u002Fpinning-articles","Pinning articles","How to choose up to three key articles that your Fibly bot reads before every answer.","knowledge-base\u002Fpinning-articles",{"path":361,"title":362,"description":363,"order":364,"key":365},"\u002Fhelp\u002Fbilling\u002Fchanging-plan","Changing your plan","How to move to a higher or lower plan in Fibly.",5,"billing\u002Fchanging-plan",{"path":367,"title":368,"description":369,"order":364,"key":370},"\u002Fhelp\u002Ftroubleshooting\u002Fconversation-not-in-live-support","Conversation not appearing in Live support","Diagnosing the situation where a customer asks for a human but the conversation doesn't reach the agent queue.","troubleshooting\u002Fconversation-not-in-live-support",{"path":372,"title":373,"description":374,"order":364,"key":375},"\u002Fhelp\u002Finstallation\u002Fsquarespace","Installing on Squarespace","How to embed the Fibly widget on a Squarespace site through the \"Code Injection\" section.","installation\u002Fsquarespace",{"path":377,"title":378,"description":379,"order":364,"key":380},"\u002Fhelp\u002Fknowledge-base\u002Fprerequisites","Prerequisites","How to link knowledge base articles into groups that your Fibly bot reads together.","knowledge-base\u002Fprerequisites",{"path":382,"title":383,"description":384,"order":385,"key":386},"\u002Fhelp\u002Fknowledge-base\u002Fcontent-quality","Content quality","How Fibly automatically assesses knowledge base articles and what each status means.",6,"knowledge-base\u002Fcontent-quality",{"path":388,"title":389,"description":390,"order":385,"key":391},"\u002Fhelp\u002Finstallation\u002Fdomain-verification","Domain verification","How to confirm that you own the domain where you're embedding the Fibly widget.","installation\u002Fdomain-verification",{"path":393,"title":394,"description":395,"order":385,"key":396},"\u002Fhelp\u002Finstallation\u002Fcustom-website","Installing on a custom website","How to embed the Fibly widget in plain HTML, Next.js, Nuxt, Vue, and React.","installation\u002Fcustom-website",{"path":398,"title":399,"description":400,"order":385,"key":401},"\u002Fhelp\u002Fteam-and-account\u002Fweekly-summary","Weekly summary","A weekly email with metrics on your bot's performance and improvement suggestions.","team-and-account\u002Fweekly-summary",{"path":403,"title":404,"description":405,"order":406,"key":407},"\u002Fhelp\u002Fknowledge-base\u002Fbest-practices","Best practices","Tips for writing, organizing, and maintaining your Fibly bot's knowledge base.",7,"knowledge-base\u002Fbest-practices",{"path":409,"title":410,"description":411,"order":406,"key":412},"\u002Fhelp\u002Finstallation\u002Finstallation-verification","Installation verification","How to check that the Fibly widget works correctly after embedding it on your site.","installation\u002Finstallation-verification",{"path":414,"title":415,"description":416,"order":417,"key":418},"\u002Fhelp\u002Fgetting-started","Getting started","What Fibly is, how the bot works, and what to prepare before your first login.",10,"getting-started\u002Findex",{"path":420,"title":421,"description":422,"order":423,"key":424},"\u002Fhelp\u002Finstallation","Widget installation","How to embed the Fibly widget on your website. Ready-made instructions for the most popular platforms.",20,"installation\u002Findex",{"path":426,"title":427,"description":428,"order":429,"key":430},"\u002Fhelp\u002Fwidget","Widget","How to customize the appearance, content, and behavior of the chat widget on your website.",25,"widget\u002Findex",{"path":432,"title":433,"description":434,"order":435,"key":436},"\u002Fhelp\u002Fknowledge-base","Knowledge base","How to build and maintain the knowledge base your Fibly bot draws its answers from.",30,"knowledge-base\u002Findex",{"path":438,"title":439,"description":440,"order":441,"key":442},"\u002Fhelp\u002Fconversations","Conversations","How to browse, filter, and analyze customer conversations with the bot and your team.",35,"conversations\u002Findex",{"path":444,"title":445,"description":446,"order":447,"key":448},"\u002Fhelp\u002Fbot-configuration","Bot configuration","How to set the brand, tone of voice, escalation behavior, and answer context for the Fibly bot.",40,"bot-configuration\u002Findex",{"path":450,"title":451,"description":452,"order":453,"key":454},"\u002Fhelp\u002Flive-support","Live support","How to handle conversations waiting for an agent, take them over from the bot, and end them.",45,"live-support\u002Findex",{"path":456,"title":457,"description":458,"order":459,"key":460},"\u002Fhelp\u002Fanalytics","Analytics","How to read the metrics and charts about your bot's and your team's work in the Fibly panel.",50,"analytics\u002Findex",{"path":462,"title":463,"description":464,"order":465,"key":466},"\u002Fhelp\u002Fcustomers","Customers","How to view and manage the profiles of people who have talked to the bot on your website.",55,"customers\u002Findex",{"path":468,"title":469,"description":470,"order":471,"key":472},"\u002Fhelp\u002Fteam-and-account","Team and account","How to manage team members, roles, your own profile, and access security.",60,"team-and-account\u002Findex",{"path":474,"title":475,"description":476,"order":477,"key":478},"\u002Fhelp\u002Fbilling","Billing","How plans, AI credits, team seats, and invoices work in Fibly.",65,"billing\u002Findex",{"path":480,"title":481,"description":482,"order":483,"key":484},"\u002Fhelp\u002Ftroubleshooting","Troubleshooting","Diagnosing the most common issues with the widget and the Fibly dashboard.",999,"troubleshooting\u002Findex",1782382441856]