The “Close Conversation” feature allows agents to send a reply AND close the conversation in a single step. Once closed, any new message from the customer will start a new conversation, reset the chatbot flow, and trigger the standard routing rules. New messages from the customer will be routed according to the active chatbot flow or the routing rules.

Functioning

When this feature is enabled, a new “Send + Close” option appears to the right of the response input field.

By clicking on this option:

1. Your response is sent to the client immediately.
2. A satisfaction survey is sent (if configured and if the conversation is eligible)
3. The conversation is now permanently closed.

Access to this feature differs depending on whether you use Alcmeon or the Salesforce widget to reply to messages.

On the Alcmeon processing page

- The " Send + Close " button appears next to the "Send" button
- The " Send and trigger survey " option is hidden when this feature is active (the survey is automatically included in the closing action)

A confirmation window appears before closing, allowing you to cancel if necessary.

In the Salesforce widget

- No separate " Send + Close " button
- A window allows the advisor to choose whether the conversation should continue or not
- The actions (sending the response + sending the survey + closing the conversation) are combined.

What happens after closing time?

Once the conversation is closed:

• The conversation is marked as closed in Alcmeon.
• If the client sends a new message — even within the usual messaging window (96h or 120h depending on the channel):
  • A new conversation is created with a new identifier.
  • The chatbot scenario starts from scratch
  • The rules for sorting new conversations apply

This behavior differs from the standard operation where a customer reply in the messaging window would continue the same conversation.

Analytics

Conversation closure actions are tracked on the Volumes / Actions Analytics page:

• A “Close Conversation” column is available
• This column aggregates conversations closed manually by agents from the processing page or the SF Widget, as well as conversations closed from the scenario using the “Close Conversation” action button. To distinguish between the two, you can use the “Action Author” filter.

Enabling the feature

The Close Conversation feature is disabled by default. An account administrator can enable it at any time from the Settings, without any intervention from Alcmeon technical support.

Prerequisite: only a user with the admin role can enable or disable this feature. The option is not visible to other roles.

Accessing the option

1. Log in to the Alcmeon platform with an admin account
2. Click the Settings icon
3. Click on Inbox options

Enabling the feature

On the Inbox options page, you will find the "Allow advisors to close conversations manually" toggle. When you first land on the page, this toggle is disabled (OFF) on new accounts.

To enable the feature, click the toggle and then click Save.

From that point on:

• The "Send + Close" button becomes available across your entire environment
• Advisors who are already logged in will see the button appear on their next refresh
• The change is tracked in Alcmeon's internal audit log

Please note: activation applies to your entire Alcmeon environment. There is no granularity by channel, team, or advisor.

Disabling the feature

Same procedure: click the toggle to switch it to OFF. The "Send + Close" button will disappear from the processing page on the next refresh.

Frequently Asked Questions