Node: Close conversation

The Close conversation node automatically closes the conversation that triggered (or is in context for) the flow, without an agent having to do it by hand. It's the typical closing step for flows like "if the bot resolved the query, close it" or "auto-close after the satisfaction survey."

When to use it

• At the end of an automated support flow (AI or menu) once the query has been resolved.
• After requesting a CSAT survey, to close the ticket once the customer replies (or after a waiting period).
• In cleanup rules (e.g. closing inactive conversations that already went through a reactivation flow).

Configuration

• Resolution: pick the conversation's final status.
• Closed (default): marks it as closed.
• Resolved: marks it as resolved (a distinct state, meant to separate "the issue was solved" from an administrative close).

Example

An AI support flow: trigger New message → AI Respond node → condition Did the AI mark the query as resolved? → if true, Close conversation node with Resolution="Resolved". The customer gets their answer and the ticket closes on its own, with no agent needing to review it.

Tips

• The closure is logged in the conversation history as a workflow action (it won't look like a human agent closed it), and it fires the same events as a manual close (e.g. for reports or webhook integrations).
• Combine it with the Snooze conversation or Reopen conversation nodes for finer rules (e.g. reopening if the customer writes again).

Troubleshooting

• "No conversation_id in context": the flow has no associated conversation at that point (e.g. it was triggered by a CRM event with no conversation). Check the workflow's trigger.
• The conversation doesn't show as closed in the inbox: check that the node actually ran (look at the workflow's history/trace) and that it wasn't stopped earlier by a condition.