Closing a conversation — Dealership Chat help

Closing a conversation takes it out of the open queue. The customer is not locked out — a reply from them reopens it and puts it back at the top of the list.

You can close a conversation assigned to you. Managers and admins can close any of them.

Mark it resolved

Choose the three-dot button at the top right of the conversation.
Choose Mark as resolved. A window opens headed Mark as resolved, with the reminder This closes the conversation. The customer can still reply to reopen it.
Write a Closing message if you want the last word — “Thanks for chatting with us today!” It is optional.
Tick a platform under Ask for a review to send your review link as well.
Choose Mark as resolved.

The messages go out first, then the conversation closes. The message box is replaced by This thread is closed.

The Mark as resolved window with a closing message written and Google ticked under Ask for a review

Ask for a review

The Ask for a review list shows Google, Yelp and Facebook, and a platform only appears once an admin has saved its review link under Settings → Dealer Settings. Tick one and the dealership’s review message goes out as a separate message with the link filled in.

You can send the same request without closing anything: the star button in the row under the message box, Request a review, drops the finished message into the box for you to read before sending.

Close without opening the conversation

Managers and admins can close from the list itself:

The three-dot button on a row, then Mark closed.
Or tick several rows and choose Close in the blue bar that appears.

Archive in that same bar goes a step further: archived conversations only show up under the Archived filter. Use it to clear out old noise.

Good to know

Nobody on staff can reopen a closed conversation — not the person who closed it, not a manager. Only the customer writing again brings it back, and when they do the row turns amber and reads Customer came back.
A closed conversation takes no messages of any kind, so a saved reply, a file or a form will not go through until the customer reopens it.
Closing does not tell the customer anything by itself. If you want them to know, write the closing message.
Keep a copy before you close if you need one: the row’s three-dot menu has Download PDF, Download (.txt) and Download (.csv). Any staff member can do this, on any conversation they can see.
Delete conversation is admins only, it asks for confirmation, and it cannot be undone. Closing or archiving is almost always what you actually want.

If something goes wrong

What you see	What it means	What to do
Mark as resolved is missing from the menu	The conversation is assigned to someone else, or it is already closed.	Claim it first, or ask a manager to close it.
Failed to resolve thread	The closing message did not send, so nothing was closed.	Check your connection and try again. The conversation stays open until it works.
Send timed out — check your connection and try again	Same as above, while sending the closing message or the review request.	Try again; if it keeps failing, close it from the list’s three-dot menu without a message.
The review platform you want isn’t listed	No review link has been saved for it.	Ask an admin to add it under Settings → Dealer Settings.
A closed conversation is back at the top of the list	The customer replied.	It is open again and needs an answer.