Once you are happy that you have resolved a conversation you can close it in the Inbox. There are multiple ways you can close conversations both manually and automatically. We'll go through them below.
How to close a conversation
1. Close from within a conversation
Use the keyboard shortcut ⌘ / Ctrl Shift Y or click the Close button in the top right corner of the conversation in the Inbox.
2. Send a message and close the conversation in one go
Use the keyboard shortcut ⌘ / Ctrl Shift Enter or click the dropdown menu next to the Send button to select Send and close from the list of options.
3. Manually close conversations in bulk via the Inbox 👇
4. Use Workflows to automatically close conversations
You can also create Workflows which automate actions in the Inbox, like closing a conversation if a customer doesn't reply after 5 minutes.
5. Use Intercom's REST API to auto-close conversations.
You can use update a conversation to perform the action. Check out our webhook models for a variety of ways to trigger the action automatically.
6. Close conversations on the move
If you have the Intercom Conversations app, you can easily close a conversation while you’re on the move.
Just tap the info icon at the top right hand corner of your screen, then select Close conversation.
To manually reopen a conversation just select the info icon and select Reopen conversation.
When to snooze or close a conversation
You should snooze a conversation after each message you send, until the conversation has been fully resolved. For example, snooze a conversation if you’re waiting on an answer from a customer or a teammate.
You should only ever close a conversation when it’s been fully resolved for the customer.
If a customer hasn’t replied to a snoozed conversation in a week, it’s possible that they’ve already found a solution to their problem. In that case, it’s okay to close the conversation. It will automatically re-open if the customer replies.
Closing a conversation at the right time helps ensure your team’s Conversations closed rate displays accurately in your Inbox reports.
Find your closed conversations
Navigate to the Inbox section in your Intercom interface.
Locate the menu labeled Open (located under your name or at the top of the conversation list).
Click on the Open menu to reveal a dropdown of statuses.
Select Closed to filter and view all resolved or closed conversations associated with your account.
Advanced filtering options
Intercom provides powerful search tools and filtering options for more focused exploration of closed conversations:
User-specific searches
Open the search bar using the magnifying glass icon in the Inbox.
Use the User Filter to type in a customer’s name or email address to locate closed chats with a specific user efficiently.
Team inbox filters
If managing a team, apply filters for team-assigned conversations and status set as Closed to view resolved tickets handled by that team.
Creating custom views
While custom views cannot be directly configured for conversation states, the Inbox allows flexible use of filters for conversation status (e.g., Closed) or team assignments to manage categorized data effectively.
Tips:
Historical closed conversations can also be accessed using the All section in the Inbox by switching between Open and Closed options. This ensures past interactions remain easy to find when Open conversations dominate your main Inbox view.
Ensure precise searches by using text in the conversation body as a search criterion via the general search bar.
Best practices for closing conversations
Be transparent
You should let a customer know when you're about to close a conversation, and make sure they don't have any further queries. If you haven't heard back from a customer after asking them if they need further support, you should still let them know when you're closing the conversation and how they can get in touch again in the future if they need to.
Streamline your workflow
To save time, you can use Macros to create a ‘sign-off snippet’ to use again and again. Say something warm and friendly like, ‘Thanks for getting in touch. Hope you have a great day!’ Macros also allow you to add actions like Close conversation automatically when a Macro is sent.
Need more help? Get support from our Community Forum
Find answers and get help from Intercom Support and Community Experts