If no disposition is needed and Smart Conversation Close is not enabled, once you click Complete, the message will close and a pop-up message with a prompt that says ‘Interaction complete’ will appear.
If no disposition is needed but Smart Conversation Close is enabled, when you click Complete the system will automatically ask the customer if they have other questions or concerns. The customer can choose to answer using two buttons, Yes and No. If the customer chooses Yes within the allowed waiting period, the system will automatically ask the customer for more information about their new question or concern. You must then continue the conversation.
If instead of choosing Yes or No, the customer sends a reply within the allowed period, the system assumes that the customer does have other concerns and has provided details. In this case, the system will no longer send the second automated message and you must continue the conversation.
If the customer chooses No or does not reply within the allowed period, the system will automatically mark the conversation as completed.
If in any case you need to get back to a message you already marked complete, you have an option to resume that interaction. To do so, navigate to the History folder, hover your mouse over an interaction, and then click on the Resume rightward arrow inside a square icon.