The Reports module gives owners and managers insight into how agents are handling conversations. For example, how many they've closed, how quickly they respond, and how long it takes to resolve issues. The accuracy of this data depends on how consistently conversations are closed. Enable auto-close to let the system handle it, or use manual closing if your team prefers more control.
Recommended: Use Auto-Close Conversations
The most reliable way to keep your reporting accurate is to let the system close conversations automatically. When Auto-close conversations is enabled, conversations close after a set period of inactivity with no agent action required.
Why auto-close improves reporting accuracy:
Resolution times reflect actual conversation duration, not how long a chat sat idle
Forgotten-open conversations no longer inflate your team's averages
Closure happens consistently, regardless of agent workload
How to enable auto-close:
Go to Workspace Settings > Conversations.
Turn on Auto-close conversations.
Set the inactivity timer (30 minutes to 14 days) to match your typical response window.
Tip: Pair auto-close with Auto-generate closing notes to automatically capture a conversation category and AI-generated summary at closure — no manual input needed from agents. Learn how to configure Conversation settings here.
Auto-closed conversations appear in Reports > Conversations with Auto-close as the closing source, so you can filter and distinguish them from manually closed conversations.
Alternative: Manual Closing
If your team prefers to close conversations themselves, agents can close each conversation when they finish interacting with a lead. Manual closing works well for:
Teams with longer sales cycles who review each conversation before marking it complete
Workflows where agents need to categorise interactions or add a summary before closing
Situations where a human sign-off is part of your process
Tip: To require agents to add a closing note before closing, enable Manually add closing notes in Workspace Settings > Conversations. Learn how to configure Closing Notes settings here.
Monitoring Closed Conversations in Reports
All closed conversations — whether auto-closed or manually closed — appear in the Conversation List in Reports > Conversations.
Go to Reports > Conversations > Conversation List to view agent and lead names, how many messages were sent, first response time, resolution time, closing source, and the closing note category and summary (if added).
Use this data to compare agent productivity, identify bottlenecks, and review how your team handles conversations over time.
Tip: Use conversation categories in your closing notes to label interaction types — for example, Order Issue, Payment Issue, or Product Inquiry — and filter by category in Reports to spot trends across your team.
