Closing a chat tidies your list. Nothing is deleted, and the customer isn’t told.
Before you start
Section titled “Before you start”- A role that can reply to chats. Agents have it by default. Without it, you don’t see the close button.
Close a chat
Section titled “Close a chat”- In Inbox > Chats (opens Soosh in a new tab), open the chat.
- At the top of the chat, click Close chat (the archive icon).
Soosh says Chat closed. The chat leaves the list for everyone in your workspace. It stays open on your screen with a Closed badge.
Find a closed chat and reopen it
Section titled “Find a closed chat and reopen it”- Above the chat list, click the Closed tab.
- Click the chat.
- At the top of the chat, click Reopen chat.
Soosh says Chat reopened, and the chat is back in the list. If there is nothing closed, the tab says No closed chats.
Result
Section titled “Result”A closed chat comes back by itself when:
- the customer writes to you
- someone on your team sends a message in it from Soosh
- someone on your team replies from the WhatsApp Business app on a phone
- an API key sends a message in it, other than a template
A bot, the AI, a response time rule (SLA), a store automation or a template sent by an API key doesn’t reopen it.
Closing or reopening a chat also gives it back to the bot. If someone was assigned to it, it stays assigned to them, but the bot and the AI answer the customer’s next message again.
Point at the Closed badge to see the reminder: the chat is hidden from the list until the customer writes again.