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Ending a conversation

How to hand a conversation back to the bot or close it with a resolution outcome.

When you've finished talking with the customer, you need to decide what to do with the conversation. You have two options: hand it back to the bot or close it with an outcome.

Handing a conversation back to the bot

Choose this option when:

  • the customer has more questions, but standard ones the bot can certainly answer on its own,
  • you need to step away from the computer and continuing the conversation no longer requires your presence,
  • you took over the conversation by mistake and want to return it to automated handling.

How to hand it back

  1. In the open conversation view, click Hand back conversation (the icon on the right side of the top bar).
  2. The bot immediately returns to handling it and answers the customer's next messages.

A system note will appear in the history: "{Your name} left the conversation". The customer won't see any extra message, but if they send another message they'll get a reply from the bot, not from you.

Closing a conversation

Choose this option when:

  • the customer got everything they needed and won't come back,
  • the conversation no longer requires any further handling (human or bot),
  • you want to archive the conversation with a specific outcome.

How to close it

  1. In the open conversation view, click Close conversation.
  2. In the dialog box, select Resolved or Not resolved.
  3. Confirm your choice.

You'll find a full description of the statuses and their effect on statistics in the article Closing a conversation.

Which to choose

Rule of thumb:

  • Hand back when you expect the customer to ask something else and the bot will be enough.
  • Close when the conversation is over, the customer has gone, or they've received a final answer.

After ending

The conversation disappears from the My conversations column in the Live support tab:

  • After handing it back, it returns to the general bot pool. It will reappear in Waiting only if the customer asks to speak to a person again in the future.
  • After closing, it goes to the history in the Conversations tab with the status you chose.

What's next

If you want to speed up handling future conversations, check out AI assist for agents.