Open & Close Chats

Overview

When dealing with a large number of customer chats, it's crucial to ensure you keep the inbox neat & tidy. To help you do this, Zaapi offers the ability to close chats, which moves them to a separate tab within the inbox, and if you want, unassigns the chat automatically.

You can also close chats and mark the chat as converted/not converted to view this data in the Sales Performance dashboard.

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How to open & close chats

1. Navigate to the chat you want to close

2. In the top section near to the customer name, click "Close"

3. Select converted, not converted, or close without logging

4. The chat will be moved to the "Closed" tab within the inbox

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How to set chats to close automatically

1. Navigate to the "Workflows" tab in the settings

2. Ensure the wokflow to "Automatically Unassign and Close Inactive Chats" is toggled "ON". This will automatically close and unassign chats that have had no activity (i.e customer or admin message) for the past 7 days and are therefore considered to be inactive