## **💡 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**

1. Review the conversation before taking action.
2. Confirm whether the customer’s question was answered.
3. Leave the conversation closed if no further work is needed.
4. 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.