> ## 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.

# Workflow routing

> Define what happens when an operator closes a conversation in Connect.

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.

## Important requirement

To route to a workflow from the closure reason you need the following to be active:

* Connect
* Brain

Both products must be enabled.

## 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?

<Steps>
  <Step title="Define the basic information">
    Enter:

    * Reason name
    * Description (optional, for internal use)
    * Workflow that will be executed when the conversation is closed
  </Step>

  <Step title="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.
  </Step>

  <Step title="Define whether it ends the operator's handling">
    Enable or disable the **End operator handling** option.

    Enabled: The operator's handling ends when routed to the workflow.

    Disabled: After executing the workflow, the customer can interact with an operator again if needed.
  </Step>
</Steps>

## Common use case

This flow allows you to measure service quality without affecting the team's operation.

<Note>
  Close the conversation → automatically route to a satisfaction survey → end the operator's handling.
</Note>

Correctly configuring closure reasons helps you standardize your operation and ensure that every conversation ends with the appropriate next step.