In this article, you will learn how to close and archive a conversation that has been completed by an agent.

Estimated reading time: 05 minutes

To close and archive a conversation in a chatbot, there are two different procedures. The first, if you are using Bot Designer, involves adding the "close conversation" action in the agent flow. For more information on creating chatbots with Bot Designer, you can read this article.

The second method corresponds to the version of chatbots with intents, where it is necessary to go to predefined intents to perform the action of closing and archiving the conversation (see Appendix).

Closing and Archiving a Conversation in Bot Designer

To close and archive a conversation in Bot Designer, you need to select the Agent Flow and then choose "Conversation Closure."

Through this action, the ongoing conversation with the human agent is closed, and metrics for that conversation are recorded. Additionally, the conversation is removed from the queue.

Furthermore, the Conversation Closure block appends an archive block to the conversation. In this case, the archived conversation is hidden from the agent's view in the chat screen, leaving only the current conversations being handled by the agent visible.

Also, on the chat screen (https://go.botmaker.com/#/chats), you can close the conversation you want by clicking on the conversation close icon, as shown in the image below:

To close the conversation, select a type (reason) from the dropdown menu, as seen in the following image. Click send, and the conversation will be formally closed, hidden from the list of active conversations.

Classification of conversations

By using the close conversation button, native to the platform for ending chats, a window will open to define a reason for closing the conversation. This way, you can better understand the topics discussed through the user and session reports.

The categorizations can have any name and can be created in the bot by going to settings > manual chat > conversation types.

After clicking on + New type, follow these steps:

Step 1: Define an ID. This ID cannot be changed and should not contain punctuation marks, spaces, or special characters.

Step 2: Establish a name to correctly identify the type in the list. We recommend using the same name as the ID field for better organization.

Step 3: Define for which queues the type will be visible when closing the conversation. This way, you can categorize classifications related to the sector or area of the queue.

Step 4: Click Save to add the conversation types to the list.

As you use the types, you'll be able to view a graph under Dashboards > Users and sessions, filtering by the following categories:

• Time period
• Agents
• Queues
• Channels
• Topics
• Tags
• Variables
• NPS
• User activity

When downloading raw data from the users and sessions report, you'll also see which classifications were used in each session generated in the chatbot.

For more details on the users and sessions report, you can refer to the article: What information will you find in the sessions and users report?

Annex: closing the conversation in an intent-based chatbot

Please note that this option applies to chatbots created in versions prior to Bot Designer, i.e., before December 2022.

In this case, after the agent has finished attending to the conversation, the process of closing and archiving the conversation begins. You can do this through the intent already available in the platform: "Intent: close conversation".

Below, you will see a step-by-step guide on how to do it.

Note: The following images refer to an intent-based chatbot.

Step 1: Go to Menu > Chatbots > Predefined intents > Close conversation.

Step 2: Place the actions you want the platform to follow within the responses. In this case, we will close the conversation with the actions: close conversation and archive conversation.

• Close conversation: redirects the conversation from the agent back to the bot.
• Archive conversation: you will no longer see the conversation in active chats. To find it, you'll need to go to archived messages. If the client resumes the conversation, it will automatically reappear in active chats.

That's it! Just click on save and publish.

Now, the agent can use the intent within the conversation with the client by selecting the icon option: Close conversation

Note: Remember that this intent can be edited according to your needs. Additionally, the process will be implemented according to your conversational flow, allowing you to add other actions. For example, you can send the client a satisfaction survey form.

By closing and archiving a conversation in your chatbot, whether in Bot Designer or in the intent-based chatbot, you have the opportunity to optimize and organize the conversation flow to obtain real-time metrics such as performance, user/sessions insights, etc. through the Dashboards section. The conversation closure functionality enables you to keep detailed control of interactions with your clients and continuously improve customer service.

Remember to visit our Help Center for more information.

Written by: Botmaker Team

Updated: 07/01/2024