17 Jul 2024: Close and unassign a conversation

Neelke Stadler Updated by Neelke Stadler

You can now define what happens to a conversation when it is CLOSED - should it be unassigned or should the assignment remain as is?

The current behaviour in Turn is to keep a conversation assigned to the specified operator when the chat is closed. This is ideal for long term coaching relationships. If the user come back, they automatically appear in your Collection again. It makes it simple to have all the conversations (open and closed) that you've dealt with in one Collection.

However, for shorter-term helpdesk relationships it might be more helpful to unassign the conversation so that if the person return at a later stage with a new query, they are part of the 'unassigned' list of conversations.

Set it up to suit your need

We made it possible for organisations to define which of the two behaviours they want to use. The default behaviour is to keep the assignment as is when you close a conversation.

However, you can now click the down arrow to expand the options.

If you select "Close and unassign" every conversation that you close thereafter will automatically be unassigned. This means if the user return at a later stage they will be part of the "unassigned" pool of conversations and can get triage to a new operator quickly.

Automatically assign to you when you send a custom reply

A conversation will also automatically be assigned to you when you send a custom reply from the reply box. This will make it seamless to claim conversations from the unassigned list as you answer people.

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