Close the conversation manually
Table of Contents
The “Close Conversation” feature allows agents to send a reply AND close the conversation in a single step. Once closed, any new message from the customer will start a new conversation, reset the chatbot flow, and trigger the standard routing rules. New messages from the customer will be routed according to the active chatbot flow or the routing rules.
Functioning
When this feature is enabled, a new “Send + Close” option appears to the right of the response input field.
By clicking on this option:
1. Your response is sent to the client immediately.
2. A satisfaction survey is sent (if configured and if the conversation is eligible)
3. The conversation is now permanently closed.
Access to this feature differs depending on whether you use Alcmeon or the Salesforce widget to reply to messages.
On the Alcmeon processing page
- The " Send + Close " button appears next to the "Send" button
- The " Send and trigger survey " option is hidden when this feature is active (the survey is automatically included in the closing action)
A confirmation window appears before closing, allowing you to cancel if necessary.
In the Salesforce widget
- No separate " Send + Close " button
- A window allows the advisor to choose whether the conversation should continue or not
- The actions (sending the response + sending the survey + closing the conversation) are combined.
Tips
We recommend adding a closing sentence to the end of your reply before using this feature; this will prevent your client from replying again and thus triggering a new conversation.
The closing action is time-stamped and recorded in the export file `actions.csv` with the type `close-conversation`.
What happens after closing time?
Once the conversation is closed:
- The conversation is marked as closed in Alcmeon.
- If the client sends a new message — even within the usual messaging window (96h or 120h depending on the channel):
- A new conversation is created with a new identifier.
- The chatbot scenario starts from scratch
- The rules for sorting new conversations apply
This behavior differs from the standard operation where a customer reply in the messaging window would continue the same conversation.
Analytics
Conversation closure actions are tracked on the Volumes / Actions Analytics page:
- A “Close Conversation” column is available
- This column aggregates conversations closed manually by agents from the processing page or the SF Widget, as well as conversations closed from the scenario using the “Close Conversation” action button. To distinguish between the two, you can use the “Action Author” filter.
Frequently Asked Questions
Can I close a conversation without sending a reply?
No. The "Send + Close" action always sends a reply along with closing the conversation. If you need to close without replying, archive the message instead.
What if the customer was expecting additional information?
Be careful with this feature. Closing a conversation resets the chatbot scenario, so the customer will have to go through the bot process again. Only close the conversation when you are certain the issue is fully resolved.
Does this affect my SLA metrics?
The closing timestamp is recorded separately. Your response time SLA is always measured from message receipt to response sending. The closing action does not impact the response time calculation.
Can I reopen a closed conversation?
No. Once closed, a conversation cannot be reopened. Every new message from the customer creates a new conversation. This is intentional—it ensures clear conversation boundaries and accurate statistics.