Closing and resolution

Closing

Close a conversation when it is finished — the question is answered, the booking is made, the return is processed. Closing is a statement about the conversation, not about the customer.

You can close from the conversation itself, or by dragging the card into the board's closed column.

Reaching the objective vs closing

These are different and worth keeping separate:

• Reaching the success column means the board's goal was met for this conversation.
• Closing means nobody needs to do anything more right now.

A conversation can be closed without ever reaching the success column — most lost enquiries are. Keeping the two apart is what makes the success rate mean something.

When a closed conversation comes back

A customer who writes again after closing is a live conversation again. The history is continuous — the thread is the same thread, not a new one.

Bulk actions

Conversations can be closed in bulk from the board when you are clearing a backlog. The confirmation tells you how many will be closed before it happens.