Close Chat

The closed status clearly indicates that the particular conversation has been successfully resolved. Some notable points are:

• The conversation can be closed manually, by a journey, or by an Auto closure rule.

• Chats marked as close helps agent quickly identify which chats still require their attention, ensuring that they can prioritize their workload effectively.

Manually Close Chat

The agent can manually close the chat once the customer's query is answered.

How do you that?

1. Head over to any customer inbox and click on the 'Mark as Close' button on the left side of Customer hub.

Chat Closed by Journey

Once the Journey is over, the chat will be closed automatically.

End Conversation

Chats closed by journeys depend completely on customer response.

Chat Closed by Auto Closure Rule

When a chat is answered, and the customer has not replied back within 24 hours, the auto-closure rule will be applied.

Automatic Chat Closure

You can change the auto-closure timing from Agent Assist>Automatic Chat Closure.