Actions
Wrap up conversation
The built-in action that checks whether the customer needs anything else, then closes the conversation once they're done.
Wrap up conversation is a system action that lets your agent finish a conversation tidily. Once it has fully answered the customer, it checks whether there's anything else it can help with. When the customer says they're all set, the agent says a short, warm goodbye and closes the conversation.
It's included on every plan and never counts against your action limit.
How it works
Wrapping up always takes two steps, so the customer decides when they're done:
- The agent checks in. It briefly confirms what it has sorted out and asks whether there's anything else. Below its message, the customer sees two quick replies: That's everything, thanks and I have another question.
- The agent closes, or keeps helping. If the customer says they're all set, the agent replies with a goodbye, lets them know they can message again any time, and closes the conversation. If they have another question, it carries on helping.
The conversation only closes once the goodbye has actually been delivered to the customer. If the customer sends a new message before the goodbye goes out, nothing is closed.
By default, the agent never closes a conversation while a question is unanswered, while it's partway through another action, or when the customer seems unhappy.
Where closed conversations show up
Each conversation your agent closes counts as Resolved by your agent on your Dashboard. Closed conversations leave the open views in your Inbox.
Edit Wrap up conversation
Open the action
Go to Actions. Under System actions, click Edit on the Wrap up conversation card.
Rename it or tune the instructions
Change the Name if you like, and rewrite the Instructions (up to 500 characters) to describe when your agent should check in and close. For example, you might want it to check in only after a booking or an order question.
Save
Click Save changes.
Wrap up conversation doesn't collect any details, so it has no Details to collect section.
Keep the rule about unhappy customers in your instructions. Closing on someone who is still frustrated feels abrupt; it's usually better to escalate to a person instead.
Switch it on or off
Use the switch on the Wrap up conversation card. When it's off, your agent never closes conversations through this action, and conversations stay open until your team closes them, or until another action closes them.
Other ways your agent closes a conversation
Some actions have a When it's done setting. Choosing Close the conversation there makes your agent say goodbye and close the chat as soon as that action finishes, for example once a meeting is booked or a case is opened. It counts as resolved by your agent in the same way. See Actions overview.