💡 Why can customers close conversations?
Customers can close a conversation when they no longer need help or consider their question resolved. This gives customers control over their support experience and helps keep active conversations focused.
✅ Should you remove this option?
No. We recommend keeping the customer close option enabled. Removing it can leave completed conversations open, create unnecessary follow-up work, and make it harder to identify which requests still need attention.
📌 What happens when a customer closes a conversation?
- The conversation is treated as completed from the customer’s side.
- Your team can review the conversation history and use it for context.
- If the customer needs more help, they can start or continue a conversation when that option is available.
🛠️ Recommended team workflow
- Review the conversation before taking action.
- Confirm whether the customer’s question was answered.
- Leave the conversation closed if no further work is needed.
- Follow up internally when the conversation shows an unresolved issue or product concern.
🔎 When should your team investigate?
Review customer-closed conversations when they contain repeated questions, incomplete answers, negative feedback, or requests that require action. A customer closing a conversation does not always mean the underlying issue was fully resolved.
👥 Need help?
If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be instantly connected with a member of our team.