Close a conversation

Overview

When you close a conversation, it's simply removed from the queue where it is stored. (If assigned the conversation will be unassigned as well). Conversation not stored in a queue, are stored on your org default queue which is not visible from the front end of the app. 

Close a conversation

To manually close a conversation, while on the Conversations screen, select a conversation, click on the three dots at the top of the screen, and select CLOSE CONVERSATION.

If you have access to the Bots screen you can configure a bot to close the conversation when it reach the desired point Step types (webio.com)

Re-Open a conversation

Once a conversation is closed, it is removed from the queue. However, you can still retrieve it using Quick Search or Advanced Search.

Conversations will be visible depending on the organization data retention period, which is controlled by your administrator.

Closed conversation can be re-opened, which will mark it as open and make it visible again in the queue it was originally stored in. If it wasn’t stored in any specific queue, it will be marked as open and appear in the organization’s default queue—meaning it can only be found via Quick Search or Advanced Search. 

Please note: if the conversation is closed and it was generated by an outbound campaign schedule, when a new inbound reply is received, it will be added to the conversation that will be automatically re-open and be visible in the latest queue where it was stored (if not stored in a queue, the conversation will re-open but stays on the organization default queue. 

If the conversation is closed and its schedule was inbound, when a new inbound reply is received, this will be routed to the latest inbound campaign created (if it exists, if not it will be routed to the latest campaign created for that channel). 

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