Conversations (previously Closing Notes)

Getting Here

This setting is accessible by Owners and Managers only!

This setting can be accessed from the Settings navigation menu under Workspace Settings > Conversations.

The Conversations page lets you manage conversations in your Workspace. From here, you can automatically close inactive conversations, generate closing notes with AI, manage conversation categories and decide whether Users can manually add closing notes when closing conversations.

Use these settings to keep the Inbox organized, reduce manual cleanup for your team and make reports more accurate by ensuring inactive conversations don’t remain open indefinitely.

Configuration

Auto-close conversations

Auto-close conversations automatically closes conversations when a Contact has not replied after your team’s last message.

You can configure when conversations should close using the Close after [value] [minutes/hours/days] field.

• Default duration: 24 hours

• Minimum duration: 30 minutes

• Maximum duration: 14 days

The auto-close timer starts after the last outgoing message sent by a human agent. If another human agent message is sent, the timer resets. If the Contact replies before the timer ends, the timer is cancelled and the conversation remains open in the Inbox so your team can respond.

Auto-close runs 24/7 and does not follow business hours. It applies across all Channels in the Workspace and only affects new conversations created after the setting is enabled.

Messages sent by Broadcasts, Workflows or AI Agents do not start or reset the auto-close timer.

If a conversation is snoozed, the snooze takes precedence. The auto-close timer starts only after the snooze period ends.

If a conversation is reassigned to a human agent, the timer resets based on the latest outgoing message from a human agent. If the Contact doesn’t reply before the timer ends, the conversation is auto-closed. If it is reassigned to an AI Agent, the timer is cancelled.

If a Contact sends a message after a conversation is auto-closed, it reopens automatically in your team's Inbox.

When Auto-close is disabled, conversations will remain open until a User, Workflow or AI Agent closes them. This may lead to more open conversations in the Inbox and less accurate closing data in Reports.

Auto-generate closing notes

Auto-generate closing notes lets AI automatically select a conversation category and generate a summary when a conversation is closed.

When this setting is enabled:

• The summary is generated from the latest open conversation, up to 100 messages.

• The summary is written in the selected Workspace language.

• AI uses the available conversation categories and their descriptions to select the most relevant category.

When Auto-close conversations and Auto-generate closing notes are both turned on, AI-generated categories and summaries are created for auto-closed conversations.

If your Organization does not have enough AI credits, the conversation will still close, but the category and summary will be left empty.

To help AI select the right category, make sure each conversation category has a clear and specific description.

Manually add closing notes

Turn on Manually add closing notes to allow Users to add or edit a category and summary when manually closing a conversation.

When this setting is enabled, the closing note dialog is available when Users close conversations. You can choose one of the following modes:

• Category and summary optional: Users can close a conversation with or without filling in the closing note.

• Category required, summary optional: Users must select a category before closing. The summary is optional.

• Category and summary required: Users must select a category and enter a summary before closing.

When this setting is disabled, Users can manually close conversations without seeing the closing note dialog.

Manually add closing notes only controls whether Users see the Closing Notes dialog when they manually close a conversation. It does not control whether conversations auto-close or whether AI generates closing notes.

If Auto-generate closing notes is also enabled, AI fills in the category and summary by default. Users can still review and edit them before closing the conversation.

Conversation category

Conversation categories help classify conversations when they are closed. They can be selected by Users in the closing note dialog or selected automatically by AI when Auto-generate closing notes is enabled.

These categories are used in Reports, so creating clear and relevant categories helps your team track conversation outcomes more accurately in Reports > Conversations. Learn more

Click Manage next to Conversation category to add, edit or delete categories. At least one category must remain in the Workspace.

Default categories include:

• General Inquiry: Questions related to products or services.

• Sales Inquiry: Questions about pricing, plans or features from a Contact considering a purchase or upgrade.

• Payment Issue: Failed payments, incorrect charges, refunds, invoices or other billing-related concerns.

• Others: Conversations that do not fit the other categories.

Tip: Create categories that match your team’s processes, such as sales stages, support outcomes or billing issues. Clear, specific categories help AI select the right category and give your team more useful reporting data.

Managing Conversation Categories

Adding a Conversation Category

Step 1: Go to Workspace Settings > Conversations

Step 2: In Conversation category, select Manage

Step 3: Fill in the category details

Add the following details:

• Category Name: The name of the Conversation Category.

• Description: A short explanation of when this category should be used. This helps Users understand the category and helps AI select the right category when closing notes are auto-generated.

Step 4: Add the category, then click Add to create the Conversation Category.

Editing a Conversation Category

To update a category, select Edit from the Actions menu.

You can only edit the description of a Conversation Category. To rename a category, delete the existing category and create a new one with your preferred name.

Deleting a Conversation Category

To delete a category, select Delete from the Actions menu.

Be careful when deleting categories. Deleted categories cannot be restored, and they may have been used in previous closing notes.

Creating summaries

A closing note consists of a conversation category and a summary. It's added when a conversation is closed and is used to track outcomes in Reports.

Closing notes can be generated automatically by AI or added manually by Users, depending on your Workspace settings.

Auto-generated summaries

When Auto-generate closing notes is enabled, AI automatically creates a category and summary whenever a conversation closes. No User action is required.

This is useful when you want every closed conversation to have a consistent summary for reporting, follow-ups and future handovers.

Manually generated summaries

When Manually add closing notes is enabled and the closing note dialog is available, Users can generate a summary before closing a conversation:

1. Open the Closing Notes dialog.

2. Click the Summarize button.

3. Review the AI-generated summary.

4. Edit it if needed, then post the closing note.

You can also enhance or refine the summary using AI Prompts, which support both default and custom prompt options.

How Conversation Settings Work Together

These three conversation settings work independently from one another.

Our recommended setup is:

• Auto-close conversations: Enabled

• Auto-generate closing notes: Enabled

• Manually add closing notes: Disabled

With this setup, inactive conversations close automatically with AI-generated closing notes. This helps Owners and Managers track how and why conversations are closed in Reports, while allowing Agents to focus on active conversations.

You can customize these settings based on how your team manages conversations. For example, if you want Users to review or edit closing notes before manually closing conversations, turn on Manually add closing notes.

The table below shows what happens for each setup.

Note: Closing note settings only apply when Manually add closing notes is turned on. If Auto-generate closing notes is also turned on, AI fills in the category and summary by default, but Users can still review and edit them before closing the conversation.

Next Steps

After choosing your setup, review your Conversation Categories and make sure each category has a clear description. This helps Users and AI categorize conversations consistently and gives your team more accurate data in Reports > Conversations.

You can also review how auto-closed conversations appear in the Inbox in Assigning and Closing a Conversation.