Closed Conversations
The Closed view contains conversations that have been marked as closed after resolution.
Closed conversations are no longer active but remain available for reference, reporting, and follow-ups.
The Closed view helps teams:
- Keep the Inbox clean and focused
- Maintain a record of resolved interactions
- Review past conversations for context
- Reopen conversations when follow-up is required
Closed View Overview
In the Closed view:
- All conversations are completed
- No immediate action is required
- Conversations are read-only until reassigned
How Conversations Get Closed
A conversation appears in Closed when a user selects Mark as Closed from the lifecycle menu.
Common reasons to close a conversation:
- The customer’s issue is fully resolved
- No response is required
- The conversation has ended
Viewing a Closed Conversation
You can open any closed conversation to:
- Read the full message history
- Review the resolution details
- Understand previous actions taken
Closed conversations remain accessible for auditing and reference.
Reassigning a Closed Conversation
When a closed conversation needs further action, it can be reassigned.
You may see a system message like:
This chat has been closed
Please assign to start the chat.
To reopen the conversation:
- Click Assign to Me or reassign to another user/team
- The conversation becomes active again
- It moves out of the Closed view and follows the normal lifecycle
When to Reopen a Closed Conversation
Reopen a closed conversation when:
- A customer replies after closure
- Additional clarification is required
- The issue was not fully resolved
- The conversation was closed by mistake
Role-Based Behavior
Business Admin
- Can view all closed conversations
- Can reassign and reopen any closed chat
Manager
- Can view and manage closed conversations within their teams
Agent
- Can view closed conversations
- Can reassign or reopen based on permissions
Best Practices
- Close conversations only after full resolution
- Reopen closed chats only when follow-up is necessary
- Use reassignment to reactivate conversations
- Keep Closed view organized for easy reference
What’s Next?
You’ve completed Inbox Views.
Next, explore Responding to Conversations to learn how to reply, use quick actions, and manage customer interactions effectively.