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Conversations are closed manually using the "Close" button in the main actions at the top of the conversation.
Close conversation
Customer conversations or incidents are closed when they are resolved. Before closing a conversation, agents must ensure that the customer has no further questions.
Conversations are closed manually using the "Close" button in the main actions at the top of the conversation.
If the agent closing the conversation has permission to send CSATs, when clicking on the ‘close’ button, 2 options appear:
- Close and Send CSAT
- Close
Before trying to send a survey that did not arrive, review the channel, its configuration and the history. Avoid repeatedly closing and reopening a conversation to force sending.
Reopen a conversation
If a customer sends a message after closing the conversation, the conversation is reopened and treated as the same query. The goal is that this does not happen so that it does not affect work performance and quality of service.
An agent can reopen a closed conversation manually from the ‘reopen’ button at the top of the conversation, and so send messages to the customer related to the same topic.
Consult closed conversations
An agent can query his or her closed conversations from the "Assigned to me" view of the inbox using the "Closed" status filter.
To view all closed conversations, there is a separate view in the inbox called "Closed".
Close all open conversations in a team
It may happen that a team is deleted or modified and it is necessary to reset the inbox to zero, for this there is the option ‘close all conversations’ in the tab of each team.
Related articles
Closing and CSAT sending modes
| Mode | Behavior |
|---|---|
| Automatic | Closing triggers sending when a usable configuration exists for the channel. |
| Manual | The agent uses the close-and-send-survey action when appropriate. |
| Permission-based | Authorized agents may choose whether to send the survey; automatic sending applies to other agents. |
Permission-based mode does not mean that agents without that permission leave customers without a survey. Distinguish permission to configure surveys from permission to decide whether to send one when closing a conversation.
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