Business Goal: Use the Close Conversation feature to monitor resolved issues on the IS-Messenger platform and trigger Unassign Agent Workflow when conversations are closed.
IS Messenger Close Conversation feature is a powerful tool that has many use cases on the platform based on your business needs. For support use cases, it can be used to monitor resolved issues on the platform in the Reports Module and trigger a Workflow to unassign support agents from customers.
Benefits of Closing Conversations
The Close Conversation feature can be used to:
ensure your business support experience meets customers’ expectations when resolved issues are reviewed.
determine agents’ assignment logic based on your business needs after conversations are closed.
Methods for Managing Closing Conversations
Monitor resolved issues on the IS-Messenger platform with the Close Conversation feature.
Auto-unassign agents when conversations are closed with Workflows.
Monitor resolved issues on the IS-Messenger platform with the Close Conversation feature
Use this method when you want to review all resolved issues on the platform.
When issues can be resolved in conversations on the platform, businesses can use the Close Conversation button to monitor the outcome of these resolved issues in the Reports Module.
Tip: Most issues can be resolved in a conversation on the platform without needing to create a support ticket. But if your business support usually requires multiple conversations or multiple departments to be involved for a resolution, here’s how to connect IS Messenger to your existing ticketing system.
Method Objectives
Close the conversation when an issue with a customer is resolved.
Monitor all closed conversations.
How-To
Close the conversation when an issue with a customer is resolved
To close a conversation with a customer, use the Close Conversation button on top and add an optional Closing Note to provide a summary of the conversation.
In the Closing Note, add a Conversation Category and Summary. This will be useful for Managers to better understand the conversations between customers and support agents without having to go through the details in the chat.
To monitor closed conversations, use the Conversation List in the Reports Module. The list table shows an overview of all closed conversations, including data such as first response and resolution time, conversation summary and more, within a selected time period.
Configure the Trigger to initiate the Workflow when a conversation is closed by an agent
Click the Trigger step to configure the Trigger Conditions. Set the conditions to Source > is equal to > User. This way, whenever a platform User (support agent) closes a conversation, it will initiate this Workflow.
