Closing a conversation marks it finished. It moves to the Resolved tab and stops counting against any response target.
How to close
Use the close control in the conversation header, or the quick close on a conversation in the list. Both do the same thing: the conversation moves to Resolved.
Closing is not required to finish helping someone, but a tidy Resolved tab is what keeps your open queue an honest picture of what still needs work.
Reopening
A closed conversation can be reopened. The close control becomes a reopen control, and the conversation returns to your open queue.
One detail worth knowing: a conversation reopens in the same mode it was closed in. A conversation the AI had been handling comes back to the AI. A conversation a person had taken over comes back to people. Reopening does not hand it back to the AI on its own.
If the close button is greyed out
Two things can disable it. On the free plan the inbox is read only, so closing needs a paid plan. And the header close button also depends on your agent having handoff to a human enabled in its settings.
If closing from the header is unavailable but you are on a paid plan, the quick close on the conversation in the list is the reliable way, and it is worth checking your agent handoff setting.
Closing several at once
Tick conversations in the list and close them together from the bulk bar. This is the fast way to clear a batch of finished conversations at the end of a shift.
Frequently asked questions
Does closing delete the conversation?
No. It moves to Resolved and stays there, fully readable.
What happens if the customer writes again?
A new message brings the conversation back into your open queue.
Is Resolved the same as closed?
Resolved is the tab that shows closed conversations, both the ones people closed and the ones the AI finished.