Closing out conversations once they are resolved is crucial for maintaining an organized and efficient support system. Web2Chat allows you to close conversations both manually and automatically. Here's a detailed guide on how to close conversations and best practices for doing so.

Click the Close button located in the top right corner of the conversation in the Inbox.

You should snooze a conversation after each message you send, until the conversation is fully resolved. For instance, snooze a conversation if you’re waiting on an answer from a customer or a teammate.

If a customer hasn’t replied to a snoozed conversation in a week, it’s possible they’ve already found a solution to their problem. In this case, it’s okay to close the conversation. It will automatically re-open if the customer replies.

You should only close a conversation when it has been fully resolved for the customer. Closing a conversation at the right time helps ensure your team’s Conversations Closed rate displays accurately in your Inbox reports.

Click the dropdown arrow below the inbox you're in.

Select Closed to filter by all closed conversations.

Inform the customer when you're about to close a conversation. Make sure they don't have any further queries.

If you haven't heard back from a customer after asking if they need further support, still let them know when you're closing the conversation and how they can get in touch again in the future if needed.

By following these steps and best practices, you can ensure that conversations are closed at the appropriate time, maintaining accurate metrics and providing clear communication to your customers.