Conversations are closed when no additional replies or interactions are required with the Customer because their request has been resolved. A few ways to close a Conversation depend on the Channel you are working on.
Close & Next #
Close & Next appears in Emails, Calls, Tasks, Notes, SMS, and Social Channels.
- Closes your current Conversation and gives you the next Customer that needs assistance.
- If you click Close & Next and there is no reply to the Customer, you will be asked to confirm your action to close the Conversation without reply.
- Click
/ to see more options:
- Next – move on to the next Conversation while keeping the current Conversation open.
- Close – Close the current Conversation without receiving new Customers to work with.
/
to see more options:
Next #
Next only appears for Voicemails.
- Keeps your current Conversation open, but you are assigned a new Customer to work with.
- Click / to see more options:
- Close & Next – Close the current Conversation and receive a new Customer to work with.
- Close – Close the current Conversation without receiving new Customers to work with.
End & Close #
End & Close only appears for Chat.
- Ends and closes the chat Conversation. As long as you are available in the Messaging Channel, you will continue to receive incoming chat requests.
- Agents can also use the No Reply Needed option to end a chat that doesn’t require additional follow-up. This will clear the SLA for the chat.
- Click / to see more options:
- End – Ends the chat session but doesn’t close the Conversation. This usually means you cannot solve the request and will require additional follow-up.
