Overview

Once you are happy that you have resolved a conversation, you should always close it to keep your Inbox clean and focused. There are multiple ways you can close conversations both manually and automatically. We'll go through them below.

How to close a conversation

1. Close from within a conversation

To close a conversation manually, click the ‘Close’ button in the top right-hand corner of your Inbox.

2. Use Workflows to automatically close conversations

You can also create Workflows that automate actions in the Inbox, like closing a conversation if a customer doesn't reply after 5 minutes.

3. Close conversations on the move

If you have the Featurebase mobile app, you can easily close a conversation while you’re on the move.

• Just tap the info icon at the top right-hand corner of your screen, then select Close conversation

• To manually reopen a conversation just select the info icon and select Reopen conversation.

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.