Closing Dialogues

Closing plays an important role in the life cycle of dialogues. With default settings, when an agent closes a dialogue, it transitions to a special closed_by_agent status. If at this stage the agent or visitor writes in it again, the dialogue will be reopened under the same number. If this is not done, only after a certain time will the dialogue take on the closed status, i.e., it will be finally closed (you can read more about this timeout here). Meanwhile:

• The chat widget will close for the visitor, and if they want to re-read the dialogue, they may need to start a new one (depends on whether the option Visitors must enter their question first, as well as contact information is enabled in the location settings)
• Both participants of the dialogue will no longer be able to edit or delete anything in it
• If one of the participants writes a message, a new dialogue will begin with a different number

If you wish, you can ask our support to enable the agent_closes_chat_finally parameter: in this case, the agent will immediately close the dialogue finally, the timeout will not be applied.

Also, dialogues can be closed from various states due to inactivity timeout, you can read more about it here.