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Close or re-open a conversation

To close a conversation, open Assignments, tick one or more conversations, expand Actions and click Close, then confirm. The conversation and its thread are marked closed. To bring one back, filter by Closed, tick it and click Open under Actions. You can also close while replying with Send & Close.

For: Assignment agent, Assignment userWeb

How to close or re-open a conversation

  1. Open Assignments from your profile menu.
  2. Tick the conversations.
  3. Expand Actions and click Close, or Open to re-open.
  4. Confirm.

When to use it

The customer confirms that his refund has arrived, so Rohit closes the conversation and it leaves his open queue.

Good to know

  • Closed conversations cannot be assigned to another agent until they are re-opened.
  • Closed and open counts appear in the agent reports your supervisor sees.
Was this page helpful? Updated 2026-10-28