AI Agent Action: Close conversations

This action can be used to close a conversation once the Contact’s request has been fully resolved. Think of it as your AI Agent politely wrapping up a chat in person.

• You can also provide a closing note—a label that explains why the conversation ended. To do this, just mention the closing note category in your instructions. For example:

- If the contact has no more questions, close the conversation and select closing note "Issue Resolved"

• When AI Agent closes a conversation, it will also automatically summarize the conversation and select a closing note.

Note: If you don’t want summaries or notes, you can instruct: “Do not generate a summary or choose a closing note.” For example:

- If the contact has no more questions, close the conversation and do not generate a summary nor choose a closing note. 

When to use

• Use this action when the AI Agent has completed the customer’s request—like answering FAQs, collecting feedback, or solving a simple issue—so conversations don’t stay open unnecessarily.

Best practices

• Always include the exact instruction “Close the conversation” so AI Agent knows to trigger it.

• Clearly explain the specific scenario where the conversation should close (e.g., “If the customer confirms they have no more questions…”).

• Pair this action with a friendly, definitive closing response for AI Agent to use such as: “I hope that helps! If you have other questions, feel free to message again.”

Limitations

• AI Agents can only choose from existing closing notes. They cannot create new closing notes or modify your existing list. To ensure the correct closing note is applied, use the exact closing note name in your instructions.

• AI Agents can only summarize the latest 20 messages in a conversation. Older messages will not be included in the summary. If important context appears earlier in the conversation, instruct the AI to ask a clarifying question or restate key details before closing.