Trigger: Conversation Closed

What it is

Fires when a conversation moves to "Closed" — closed manually by an agent, via API, by another workflow, or by the system's automatic inactivity close.

When to use it

• Send a satisfaction survey right after the chat closes.
• Measure resolution times by team or channel.
• Archive or sync the closed conversation to another system.

Requirements

• Workflows enabled.
• At least one channel with active conversations.

Available variables

• $conversation.id, status, channel_id/type/name, assignee, assignee_team
• $contact.*
• $conversation.opened_timestamp / opened_by_source / opened_by_channel
• $conversation.closed_timestamp / closed_by_source / closed_by / closed_by_team
• $conversation.first_response_timestamp / first_response_by

Configuration (filters)

• Source: agent, API, another workflow, automatic system close.
• Channel type, team that closed it.
• Minimum/maximum resolution time (minutes), to segment fast vs. slow closes.

How to set it up

1. Open Workflows → create a new workflow.
2. Open the "Conversations" category.
3. Drag "Conversation closed" onto the canvas.
4. (Optional) Filter by source or resolution-time range.
5. Connect the action: CSAT survey, notification, tag.
6. Save and activate the workflow.

Example

An agent manually closes a WhatsApp conversation resolved in 8 minutes. With the filter "Max resolution time = 15 min", the workflow automatically sends a satisfaction survey using $contact.phone and $conversation.id.

Tips

Use "Source = System (automatic close)" to exclude inactivity closes from your CSAT survey — they don't reflect real service.

Troubleshooting

If the survey sends twice, check you don't have another workflow also listening to "Conversation resolved" on the same channel — both triggers can overlap in your close flow.