Closing and reopening a conversation

Short answer: click the checkmark at the top of the conversation to close it once it's handled. To open it again later, set the filter to Closed, open the conversation, and reopen it.

Step by step

1. Once you've fully helped the customer, click the checkmark at the top of the conversation. It gets the status Closed and disappears from your active list.
2. To find a closed conversation again: set the filter above the conversation list to Closed.
3. If the customer wrote again or you need to carry on, you reopen the conversation from that same screen.

Good to know

Closing isn't the same as deleting: the conversation stays saved and searchable, and the customer sees nothing of it. No closing message goes to the chat. If you're not sure the customer will come back, snoozing is often better, because then the conversation comes back on its own instead of you having to go looking for it.

The close button only works on conversations that already went to a person. You don't manually close a conversation Sarrai is still handling entirely herself. She closes those automatically after 24 hours without activity (the customer sees nothing of that either).

If a customer writes again after closing (or during a snooze), the conversation reopens automatically and comes back into the queue, to a person, not to Sarrai. The first time, the customer gets one message that their question has been forwarded to support; on a later reopening the conversation comes back quietly, with no new message.

Also searched as

"close a chat", "mark a conversation as resolved", "find a handled conversation again", "open a closed conversation again"

See also

• The conversation statuses explained
• Snoozing a conversation