How do I close or reopen a conversation?

Last updated: November 5, 2026

Close conversations when they are resolved, and reopen them when they need follow-up again.

Close a conversation

  1. Open Inbox.

  2. Select the conversation you want to close.

  3. Click the close or checkmark action in the conversation header.

  4. Confirm the conversation moves out of the open view.

Reopen a conversation

  1. Open the closed conversation.

  2. Click the reopen action.

  3. Confirm the conversation returns to the open view.

Tips

  • Close resolved conversations to keep your open inbox focused.

  • If a contact replies to a closed conversation, the conversation may reopen automatically.

  • Use bulk close only when you are confident the selected conversations are resolved.

Troubleshooting

  • If the conversation does not close, refresh the page and confirm your permissions.

  • If a conversation reopens unexpectedly, check whether the contact sent a new message.

  • If conversations close too quickly, review automatic close settings for the channel.