Understanding how to use conversation status correctly will make your team faster, improve automation, and keep reporting accurate. Read the short guidance and follow the practical tips below.
Conversation Status vs. WhatsApp 24-Hour Window
Conversation status (Open / Closed) is a workspace management tool and is distinct from the WhatsApp 24-hour messaging window. Use the status to manage workload and handoffs; WhatsApp window rules are separate and govern messaging permissions.
Types of Conversations
Inbound: Customer-initiated.
Outbound:
Agent-initiated via an Agent Response template.
Automated: Triggered by automation.
Marketing Campaign: Triggered by a campaign.
All conversations begin in Open status.
How Conversations Become Closed
Automatically by bot: The Bot resolves and closes the conversation.
Manually by agent: Agent closes the conversation after the issue is resolved.
Bulk close (Admins only): Bulk-close multiple conversations when appropriate. How to bulk close conversations?
Why This Improves Operations
Improves agent focus: Agents only keep active conversations open while working on them.
Preserves bot effectiveness: Closed conversations let the bot re-handle new general inquiries.
Ensures accurate reporting: Closed conversations create reliable KPI calculations (e.g., average handle time).
Practical Best Practices
Close when resolved: Agents should close a conversation once the customer’s issue is fully resolved.
Use clear closing messages: Before closing, send a brief summary and next steps. Example closing message:
The issue has now been resolved. Is there anything else I can help you with? — If not, I’ll go ahead and close the conversation now.
Avoid keeping resolved conversations open: Open conversations may prevent the bot from re-engaging on future simple requests.
Use bulk close thoughtfully: Bulk close is useful after cleanups.
Monitor key metrics: Track open vs closed counts, average time to close.
Quick Checklist for Agents Before Close Conversations
✔️ Confirm issue is resolved with the customer.
✔️ Send a short closing message and next steps.
✔️ Close the conversation.