Once you are happy that you have resolved a conversation, you should always close it to keep your Inbox clean and focused. To close a conversation, click the ‘Close’ button in the top right-hand corner of your Inbox.

Should I snooze or close a conversation?

You should snooze a conversation after each message you send, until the conversation has been fully resolved.

For example, snooze a conversation if you’re waiting on an answer from a customer or a teammate. ​ You should only ever close a conversation when it’s been fully resolved for the customer.

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

Find your closed conversations

To view your closed conversations, just click the ‘Open’ conversation status toggle on the Messages list and select Closed conversations:

Best practices for closing conversations

• Snooze when waiting on a reply – If you’re waiting on the customer, snooze the conversation until tomorrow. You’ll get reminded to follow up, and they’ll feel taken care of.

• Be transparent before closing – Before ending a conversation, let the customer know when you're about to close a conversation, and make sure they don't have any further questions. It keeps your inbox clean and your customer happy. You can use macros or AI replies to create a reusable snippet template.

• Snooze when waiting on a reply – If you’re waiting on the customer, snooze the conversation until tomorrow. You’ll get reminded to follow up, and they’ll feel taken care of.

• Know when to close it out – If there’s been no response for a week, it’s probably safe to close the conversation. Don’t worry – it’ll reopen automatically if the customer replies later.