Assigning an Agent to a Contact
Use the Assignment dropdown at the top right of the Inbox module to assign or reassign an Agent to a Contact. The dropdown shows all available Agents with their avatars. You can also search for a specific Agent using the search box.
Unassigning an Agent from a Contact
The Assignment dropdown includes the Unassign option. This unassigns the User from the Contact and moves the Contact to the Unassigned Inbox.
Unassigning can also be done from the Contacts Drawer in the Contacts module.
Closing a Conversation
Next to the Assignment dropdown menu is the Open or Close button. When a Contact has an open conversation, click Close to close the conversation. When a Contact has a closed conversation, click Open to start a new conversation.
You cannot open or close a conversation for a blocked Contact. The Open and Close buttons will not be available for blocked Contacts. You can resume the conversation with a blocked Contact by unblocking them first.
Adding a Closing Note
Before manually closing a conversation, you can add a Closing Note with a category and summary. This helps your team track conversation outcomes, review past interactions and hand over context.
To generate an AI summary before manually closing a conversation:
Click the Close button at the top of the conversation window.
Open the Closing Notes dialog:
If Manually add closing notes is turned on and the selected mode requires a category or summary, the dialog appears automatically.
If the selected mode is Category and summary optional, click the arrow next to the Close button to open the dialog manually.
If Manually add closing notes is turned off, the dialog is not available.
In the Closing Notes composer, click the Summarize icon.
Review and edit the AI-generated summary, then close the conversation.
AI can summarize up to 100 messages from the latest open conversation.
If Auto-generate closing notes is turned on, AI can generate the category and summary for you. You can review and edit them before closing the conversation when the Closing Notes dialog is available.
Auto-closing a Conversation
If Auto-close conversations is enabled in your Workspace, conversations close automatically after a set period with no reply from the Contact.
The timer starts after the last outgoing message sent by a human agent:
If another human agent sends a message, the timer resets.
If the Contact replies before the timer ends, the timer is cancelled and the conversation stays open in your team's Inbox.
If no reply comes in before the timer ends, the conversation closes automatically.
The scheduled closing time is displayed in each conversation.
Messages sent by Broadcasts, Workflows or AI Agents do not start or reset the auto-close timer. If a conversation is snoozed, the timer starts only after the snooze period ends.
If a Contact sends a message after the conversation is auto-closed, the conversation reopens and returns to your team's Inbox.
When a conversation is auto-closed, a conversation event is recorded showing it was closed by auto-close. This also appears as the closing source in Reports > Conversations.
If Auto-generate closing notes is also enabled, an AI-generated category and summary are added automatically when the conversation closes.
To manage auto-close settings, go to Workspace Settings > Conversations. Learn how to set it up here.
