You can use Routing mode to keep track of agent-customer interactions that have been completed, that are in-progress, and that require further attention.
Completed interactions are cases that agents have solved. All completed interactions can be found in the History folder. If an interaction has unread messages, it will be automatically ignored once you complete the interaction.
Ensure that an interaction has been resolved before marking it complete. Depending on how your admin has configured the system, you may also be required to answer additional questions from the customer that are not related to their initial question or concern.
Many customer-interaction channels notify agents when customers close a conversation. When using these channels, the message ‘The conversation has been closed’ informs agents that they may want to complete the interaction in Routing mode. The message appears when agents use: