## Open Conversation### What Is the Open Conversation Feature?The **Open Conversation** feature in {{brand_name}} is used to **initiate or reopen a chat session** with a contact. When this action is triggered, it automatically opens a conversation window, allowing the chatbot or a human agent to start messaging the contact instantly.This feature is especially useful when you want to reach out to users proactively — for example, to send updates, follow-ups, reminders, or important alerts.---## How It WorksWhen a workflow reaches the **Open Conversation** step, {{brand_name}} performs the following actions:- It opens a **new chat window** for the selected contact within your connected WhatsApp Business account.- The **chatbot or assigned agent** can begin sending messages to the contact immediately.- The contact receives the message in their **WhatsApp inbox**, just like a normal conversation.- {{brand_name}} **logs the entire conversation automatically**, ensuring message history is always available.- If the contact already had a **previously closed conversation**, this step reopens it — making sure no engagement opportunity is missed.---## Best Practices### Use It PurposefullyOnly open conversations when it’s genuinely necessary—such as sending important updates, confirmations, or re-engagement messages. Avoid overusing this feature, as too many unsolicited messages can feel spammy.### Personalize the MessageWhenever a conversation is opened, include a warm, personalized message that provides value to the user.**Example:** “Hi Riya, we noticed your last order is ready for delivery. Would you like to track it now?”---## Suggested Use Cases### 1. Post-Purchase Follow-UpAutomatically open a conversation after an order is placed to confirm details or request feedback.### 2. Re-Engagement CampaignsReopen conversations with inactive leads to share new offers, updates, or promotions.### 3. Appointment RemindersOpen a conversation to remind users about upcoming meetings, calls, or scheduled visits.### 4. Support ResponsesWhen a support ticket is raised, open a conversation so your team or chatbot can respond instantly.---## In SummaryThe Open Conversation feature ensures smooth, timely communication between your brand and customers. It helps your team stay proactive, build better engagement, and keep every interaction meaningful.## Close Conversation### What Is the Close Conversation Feature?The **Close Conversation** feature in {{brand_name}} is used to end an active chat session with a contact once the interaction or workflow is complete. It helps maintain organized communication, ensuring that only ongoing and relevant chats remain open.By closing a conversation at the right time, you keep your team’s dashboard clean, improve tracking, and clearly separate completed interactions from pending ones.---## Configuration of Close ConversationSetting up this feature involves two simple configuration steps:### 1. Conversation CategoryThis option allows you to classify the closed conversation under a specific category. Common categories include:- **General Inquiry** – For non-specific questions or basic chats.- **Sales** – For conversations related to orders, pricing, or new leads.- **Support** – For issue resolution or complaint handling.Assigning a category helps in better sorting and reporting of conversations later.### 2. SummaryThe summary field lets you add a short note or description about the conversation before it’s closed. Examples include:- “Customer inquired about bulk pricing.”- “Issue resolved: Replaced defective item.”- “Lead confirmed demo schedule.”This information helps your team understand what the chat was about without reopening it.---## How It WorksOnce a workflow reaches the **Close Conversation** step, {{brand_name}} automatically performs the following:- **Marks the conversation as closed** in the system.- **Records the selected category and summary** for proper documentation.- **Removes the chat from the list of active conversations**, keeping your dashboard clean.- **Updates the contact’s history**, ensuring the interaction is fully logged.This helps keep your workspace organized and allows agents to focus on new or pending queries instead of completed ones.---## Suggested Use Cases### **Support Ticket Resolution**After a customer’s issue is resolved, close the conversation with a summary such as **“Issue fixed, product replaced.”**### **Sales Workflow Completion**When a lead converts or a deal is finalized, close the conversation under the **Sales** category with a clear summary.### **Automated Workflow Endpoints**Use this feature at the end of automated processes—like **registration**, **feedback collection**, or **order confirmation**—to close the chat cleanly once the workflow is complete.---## In SummaryThe Close Conversation feature helps streamline your customer communication process by marking chats as complete, maintaining organized records, and improving team efficiency. It’s a simple yet powerful way to keep your {{brand_name}} workspace neat and structured.