Why do I need to close the conversation?
It is essential that your team actively close conversations when he finishes the customer's question. If this is not done, the customer can't open a new conversation, negatively affecting your team's performance.
⚡ Attention
Best practice is to close the conversation once the customer’s inquiry has been handled.
If the customer contacts you again, their message will be routed to the bot.
If you leave conversations open, you’ll end up handling inquiries that the bot could have managed, which will lead to a large number of open conversations.
How to close the conversation?
1. Open your account on BusinessChat platform.
2. Click the Chat button, and chat categories will appear.
3. Select the Assigned To Me category.
4. Choose the conversation you want to close in the Open tab.
5. Click the Close icon to close the conversation on the chat box.
6. After this, you can view the conversation on the closed tab.
⚡ Attention
If you have admin permissions, you can bulk close conversations. See How to bulk close conversations?
💡Tip
Read this article to see how to re-open a conversation.