Hi Marwan Yaba, thank you for your request. To better understand the need, could you share a few examples of how your team manages conversations today? For example, is there ever a point where a conversation is considered “handled for now,” or how do you deal with long periods of inactivity?

Just to clarify, the intent of closing a conversation is not to indicate that the conversation is permanently over. Instead, it serves a few operational and reporting purposes - inbox management, status signaling (whether the contact's request/issue has been attended to at the point of time even if the relationship/sales cycle continues), & reporting and analytics.

If a contact replies after a conversation is closed (e.g. outside business hours or after a period of inactivity), the conversation can be reopened automatically, and any relevant automation or workflows can still be triggered as expected.