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      How to Close Conversations and Refresh your Chatbot

      This article explains how to close resolved conversations to refresh the chatbot and the benefits of leaving some conversations open.

      Closing a chatbot conversation serves two key purposes:

      • It resets the AI Chatbot for the customer, allowing it to respond as if it’s a brand-new interaction.

      • It keeps your inbox organised, helping you focus on active chats without losing access to past ones.

      When a conversation is closed, the chatbot is ready to greet the customer with a fresh start. Meanwhile, you retain full visibility of the conversation history, which will automatically reopen if the customer replies again.

       

       

      How to Restart the Chatbot

      1. Go to your Inbox in Yonder.

      2. Open the customer conversation.

      3. Click the checkmark icon (✓) in the top right corner.


      The conversation will then move to your Closed inbox, and the chatbot will be reset on the customer’s side. Future conversations with the same customer will continue from your side but will appear as a fresh chat for them.  The customer's history remains visible to you, ensuring you have the full context to assist them efficiently.




       

      When to Leave Conversations Open

      In certain cases, leaving a conversation open enhances your customers’ experience.

      Yonder stores user cookies and chat history, so even if there’s a delay in your response, leaving a conversation open keeps the chat thread visible to your customers when they return to your site. 

      Our data reveals that website visitors return to a site an average of 4–5 times before booking. Yonder customers have also discovered that about 35% of late replies are read when visitors come back. Keeping conversations open is a powerful tool for nurturing leads and driving conversions.

      When to Close a Conversation

      When to Leave a Conversation Open
      • The customer's inquiry has been resolved.
      • You want to reset the chatbot for a fresh start if the customer comes back to your site.
      • You want the customer to receive the latest welcome message on revisit.
      • Your reply is delayed, and you want the customer to see it on return.
      • You want to provide a continuous conversation experience.
      • You want the customer to see their previous messages on return.


      By choosing when to close or leave conversations open, you can balance efficient inbox management with an engaging customer experience.

       

       

      Frequently Asked Questions


      What happens when I close a conversation?
      Closing a conversation resets it for the customer and reactivates the chatbot, but you retain the full conversation history in your Conversations inbox.

      Will customers see their past conversations if I close the conversation?
      No, customers will experience a fresh conversation when they return, but you will retain their history.

      Can I reopen a closed conversation?
      Yes, if the same customer returns with further questions, the previous thread will be reactivated in your Inbox inbox.

      Does leaving a conversation open affect chatbot functionality?
      If a conversation is left open, the chatbot will continue responding when the customer returns - unless a team member has joined the chat using the live chat feature. In that case, the conversation stays in live chat mode, and the chatbot won’t respond again until the conversation is closed and restarted.

      What other inbox features do you have?
      See the Unified Inbox article for a full breakdown of features.


      Have other questions? Contact support@yonderhq.com