Why it matters
Closing and reopening conversations helps you maintain a clear view of active threads. Resolved conversations can be moved out of the Open view, while any new activity automatically brings them back into focus. This keeps your workspace tidy and reduces the chance of missing follow-ups.
Key Concepts
Closed conversation: A resolved conversation that no longer appears in the Open tab.
Open conversation: An active conversation requiring attention.
Automated conversation: A conversation influenced by automation features such as campaigns, AI agents, or auto-replies.
Reopened conversation: A previously closed conversation that becomes active again after new activity.
Step-by-Step: Close a Conversation
Go to your Omnichannel Inbox.
Select the conversation you want to close.
Click the checkmark icon at the top of the screen.
The conversation moves to the Closed tab.
Note: If the contact replies, the conversation automatically reopens.
Step-by-Step: Close Multiple Conversations
Go to your Omnichannel Inbox.
Hover over each conversation avatar and check the box to select it.
Select all conversations you want to close.
Click the checkmark icon at the top.
All selected conversations move to the Closed tab.
Step-by-Step: Automatically Close Conversations
Automatic closure settings can be configured at the channel level.
Go to Settings.
Select Organisation settings.
Open Channels from the side menu.
Find the channel you want to edit and click the more options button under Actions.
Select Edit channel.
Switch to the Settings tab.
In Inbox settings, locate the option to automatically close conversations.
Enter the number of days after which inactive conversations should close.
Click Update settings.
A green banner with Channel Updated confirms success.
A red banner indicates an issue.
Step-by-Step: Reopen a Conversation
Go to the Closed tab in the Omnichannel Inbox.
Select the conversation you want to reopen.
Click the Open button (mail icon).
The conversation moves back to the Open tab.
Automatic Reopening: Any new message from the contact reopens a closed conversation automatically.
Tips and Best Practices
Close resolved conversations regularly to keep your Inbox focused on active threads.
Use multi-close to tidy up large volumes of completed conversations quickly.
Set appropriate automatic closure rules to prevent inactive conversations from cluttering the Inbox.
Review the Closed tab periodically for reference or follow-up needs.
Rely on automatic reopening for seamless handling of late replies.
Troubleshooting
Issue | Possible Cause | Fix |
Conversation does not close | Permission issue or sync delay | Refresh the page or verify user permissions |
Conversation reopens unexpectedly | Contact replied after closure | Mark it Closed again if no further action is needed |
Conversations close too quickly | Auto-closure threshold set too low | Adjust settings in the channel’s Inbox settings |
Closed tab appears empty | Filters applied | Clear filters or adjust the date range |
Related Guides
Understanding Conversations in Whippy
Navigating the Omnichannel Inbox
Filtering Conversations in the Omnichannel Inbox