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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 skill 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.

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Important requirement

To route to a skill from the closure reason you need the following to be active:
  • Connect
  • Brain
Both products must be enabled.

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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).

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What is configured when creating a closure reason?

1

Define the basic information

Enter:
  • Reason name
  • Description (optional, for internal use)
  • Skill that will be executed when the conversation is closed
2

Configure whether it should wait for the customer's response

Enable or disable the Wait for customer response option.✔️ Enabled
The skill will only be sent after the customer replies again.❌ Disabled
The skill will be sent automatically when the conversation is closed.This behavior depends on the flow you need in your operation.
3

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 skill.❌ Disabled
After executing the skill, the customer can interact with an operator again if needed.

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