Closing and Re-Opening A Conversation
Closing a conversation is a critical step in the customer interaction process, signifying the successful resolution of the customer's query or issue. This action involves marking the conversation as complete, updating its status, and providing any final remarks or follow-up instructions to the customer. By formally closing the conversation, employees ensure that all necessary information has been communicated and documented, allowing for accurate record-keeping and performance tracking. Additionally, closing conversations helps in managing workloads and maintaining an organized workflow, ensuring that all team members are aware of which queries have been resolved and which still require attention. This final step reinforces customer satisfaction by confirming that their concerns have been addressed thoroughly and professionally.
However, a conversation may require re-opening for some reason. This capability is essential for instances where customers have follow-up questions, additional issues, or need further clarification on a previously discussed matter. By re-opening a conversation, all previous context, messages, and history are retained, providing a seamless continuation of the dialogue. This ensures that customers do not need to repeat information and that the support team can efficiently build upon the prior interaction. Ultimately, re-opening conversations enhances customer satisfaction by offering continuous and comprehensive support.
How To Close A Conversation
To close a conversation,
Go to the Summary tab of the conversation.
In the Preferences and Status section, click on the "Completed" button. Alternatively, a conversation can be closed by clicking on the Status drop-down on the top-right of the screen.
A modal appears in the middle of the screen. Add Notes in the notes dialog box. Fields marked with * are mandatory.
Click on the "Close Conversation" button.
You have now successfully closed the conversation. Once a conversation is closed, a user will not be able to add collaborator/seek help to it. In the chat panel, the compose box is not visible and the conversation is marked as "Conversation Closed".
How To Re-Open A Conversation
To re-open a conversation,
Go to the Summary tab of the conversation.
In the Preferences and Status section, click on the "Open" button. Alternatively, a conversation can be re-opened by clicking on the Status drop-down on the top-right of the screen.
A modal appears in the middle of the screen. Add Notes in the notes dialog box. Fields marked with * are mandatory.
Click on the Open button.
You have now successfully re-opened the conversation. Now, the user will be able to add collaborators/seek help to the conversation.