When you finish processing a client’s thread, you need to close it. There are two ways a thread can be closed:
- Automatically when the specified period passes. This happens if:
- The last message in the thread is sent by an agent, or if a client closes an unauthorized webchat.
- The thread isn’t open in the chat area (when it is pending the client’s response) and the thread closure timeout has started.
- The client doesn’t send any message before the timeout ends.
- Manually by an agent
You can close a thread whenever you need to by pressing Alt + Q or clicking the Close thread button located in the thread operations menu.
When you close a thread, edna checks who was the last one to send the message in it – a client or an agent. If there is an unanswered message from a client in the thread, we recommend that you do respond to it before closing it. The system throws you the following warning message:
Also, there might be an additional mandatory condition set by the admin to assign tags to a thread before closing it. In this case, you first press Alt + Q (or click Close thread ) to assign tags and then do it once again to close the thread. However, if the system closes the thread when the timeout ends, it ignores this setting.