The Closure reason lets you control what happens when an operator closes a conversation from the Multi-agent Panel. In addition to recording why the case was closed, you can automatically route the conversation to a workflow in Brain to continue the experience in self-service. One of the most common uses is sending a satisfaction survey at the end of the support interaction.Documentation Index
Fetch the complete documentation index at: https://docs.jelou.ai/llms.txt
Use this file to discover all available pages before exploring further.
Important requirement
To route to a workflow from the closure reason you need the following to be active:- Connect
- Brain
Configuration per channel
The closure reason is configured per channel; each channel can have its own closure logic. This allows you to define different behaviors depending on the support channel (for example: WhatsApp, Web, or others).What is configured when creating a closure reason?
Define the basic information
Enter:
- Reason name
- Description (optional, for internal use)
- Workflow that will be executed when the conversation is closed
Configure whether it should wait for the customer's response
Enable or disable the Wait for customer response option.Enabled: The workflow will only be sent after the customer replies again.Disabled: The workflow will be sent automatically when the conversation is closed.This behavior depends on the flow you need in your operation.
Common use case
This flow allows you to measure service quality without affecting the team’s operation.Close the conversation → automatically route to a satisfaction survey → end the operator’s handling.