Close and rate

When you're done with a conversation, click Close in the sidebar. We:

1. Stamp closed_at and remember which agent closed it.
2. Append a system message to the thread ("Conversation closed by Sarah").
3. Show the visitor a closed state with a 1–5 star rating prompt.
4. Run an AI summary (if Conversation summary at close is enabled) and store the summary + suggested tags on the conversation.

What the visitor sees after close

A small "this conversation has been closed" notice replaces the input area. Below it: "Rate your experience?" with five stars. They can pick a rating + leave an optional comment, or close the widget without rating. We don't pester.

The rating shows up in the agent inbox on the closed conversation — useful for spotting issues (a 1-star with no comment is worth a quick look).

Reopening

If the visitor sends another message after the conversation was closed, it automatically reopens to Active state. Their next chat lands back in your inbox.

You can also manually reopen from the sidebar — useful if you closed too soon. The system message reads "Conversation reopened by Sarah".

AI summary

When the AI summary feature is on, closing a chat triggers a one-shot Claude Haiku call that returns:

• A short summary of what the conversation was about
• A one-line resolution ("Visitor reset their password and confirmed it worked")
• Up to 3 suggested tags

These appear as a violet card in the closed-conversation sidebar. They're saved with the conversation, not regenerated — close-time only. See Conversation summary at close for details.

Bulk close

Not currently supported — each conversation closes individually. If you regularly need to clean up stale conversations, ask us about an auto-close rule (e.g. "close after 7 days of inactivity").