Closing Notes
Configure closing note requirements and predefined categories for when conversations are marked as resolved.
Closing notes allow your team to record the outcome or reason for closing a conversation. This data is valuable for tracking resolution patterns, improving processes, and generating insights in reports.
How Closing Notes Work
When an agent closes a conversation, they can be prompted to add a closing note. This note typically includes a brief summary of the resolution and a category that describes the type of inquiry.
Closing notes are stored with the conversation and can be used for:
- Reviewing conversation outcomes in reports.
- Identifying common inquiry types.
- Providing context if a contact reaches out again.
Required vs Optional Closing Notes
You can configure whether closing notes are required or optional when agents close conversations.
- Required — Agents must enter a closing note before they can mark a conversation as closed. This ensures consistent data capture.
- Optional — Agents are prompted to add a closing note but can skip it. This provides flexibility for straightforward conversations that do not need documentation.
To change this setting:
Navigate to Settings > Closing Notes.
Toggle the Require closing notes switch to enable or disable the requirement.
Click Save to apply the change.
When closing notes are set to required, agents will see a dialog prompting them for a note every time they close a conversation. They cannot bypass this step.
Predefined Closing Note Categories
Categories help standardize closing notes and make them easier to analyze. Instead of free-text entries alone, agents can select from a predefined list of categories when closing a conversation.
Managing Categories
Navigate to Settings > Closing Notes.
In the Categories section, click Add Category.
Enter a category name (e.g., "Issue Resolved", "Spam", "Referred to Another Team", "Customer Inquiry", "Order Issue").
Click Save to add the category.
To edit or delete an existing category, click the edit or delete icon next to the category name.
Deleting a category does not remove it from conversations that already used it. Historical data is preserved, but the category will no longer be available for future closing notes.
Viewing Closing Notes
Closing notes and their categories are visible on the conversation detail view after a conversation has been closed. Admins and Members can review closing notes across all conversations, while Agents can see notes on conversations they handled.