> For the complete documentation index, see [llms.txt](https://docs.taqnyat.sa/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.taqnyat.sa/docs/readme/managing-conversations/close-or-archive-chat.md). # Close or Archive Chat This page explains how conversations are closed, archived, and reviewed later inside LiveChat. Closing or archiving chats helps teams keep the active chat list organized and make sure completed conversations are moved to the correct place. ### What does closing or archiving a chat mean? Closing or archiving a chat means moving the conversation out of the active **Chats** page and into **Archives**. Archived conversations can still be reviewed later, but they are no longer treated as active conversations. A chat may be closed or archived in different ways: * Manually by an agent or supervisor * Automatically after a configured period of inactivity * Through timeout settings configured for the account ### When to close a chat A chat should be closed when the conversation is completed and no further action is needed from the agent. Examples of when to close a chat: * The customer’s request has been resolved * The customer no longer needs support * The required information has been provided * The conversation has ended naturally * The chat was transferred and completed by the responsible agent Closing completed chats helps agents focus on active conversations only. ### How to close or archive a chat manually To close or archive a chat manually: 1. Open the customer conversation. 2. Review the conversation to make sure no action is still required. 3. Click the **Close** option. 4. A drop-down menu will appear. 5. Select the closing reason: * **Solved** * **Lost Connection** 6. Confirm the action, if confirmation is required. After the chat is closed, it will be moved to **Archives**. ### Closing Reason When closing a chat manually, the selected closing reason helps identify how the conversation ended. The available manual closing reasons may include: * **Solved**: used when the customer’s request has been handled successfully. * **Lost Connection**: used when the conversation ended because the customer stopped responding or the connection was lost. If the chat is closed automatically due to inactivity or timeout settings, it will be labeled as: * **Timed Out**: used when the chat is closed automatically after the configured inactivity period has passed. This closing status may appear in reports, such as: * Evaluation-related reports, if an evaluation message was sent to the customer * LiveChat reports, including reports where SLA insights are displayed This helps supervisors and admins review how conversations are being closed, whether they were solved, lost, or timed out, and understand the quality and outcome of customer interactions. ### Auto Archive and chat timeout Depending on the account settings, chats can also be closed automatically after a selected period of inactivity. The inactivity period can usually be configured from **1 hour to 24 hours**. If no interaction happens during the configured period, the system can automatically close the chat and move it to **Archives**. When a chat is closed automatically, it is usually labeled as **Timed Out**. ### Timeout Message The timeout message option is available for chatbot users. When enabled, a custom message can be sent to the customer before the chat is closed automatically due to inactivity. This message helps inform the customer that the conversation is being closed because there has been no interaction for the configured period. For example, the message may tell the customer that they can send a new message if they still need help. This option depends on the chatbot setup and account configuration. ### Why Auto Archive is useful Auto Archive helps keep the active chat list clean and prevents old conversations from staying assigned to unavailable agents. For example, if an agent forgets to close a chat and later becomes unavailable, the conversation may remain assigned to that agent. If the customer sends a new message while the chat is still assigned to the unavailable agent: * Other agents may not see it in their normal chat view. * A supervisor may need to transfer it to another available agent. * If a chatbot is enabled, the chatbot may not respond because the conversation is still assigned to an agent. For this reason, configuring Auto Archive can help teams avoid missed follow-ups and keep conversations moving correctly. ### Manual closing option Some teams may prefer to keep chats open until agents or supervisors close them manually. This setup can work well when: * Agents are always available * Supervisors actively monitor open conversations * The team has a clear process for transferring chats to available agents * The use case requires longer follow-up before closing conversations In this case, agents and supervisors are responsible for closing chats when the conversation is completed. ### What happens after a chat is archived? After a chat is archived: * The conversation is removed from the active chat views. * The chat becomes available in the **Archives** page. * Users with archive access can search for and review the conversation later. * The conversation history remains available for internal reference. * The chat status may show whether it was closed manually or timed out. If the customer contacts the number again after the chat is archived, the conversation will be routed again based on the account setup. Depending on the configuration, the new interaction may be routed to: * The chatbot * The Queue * A specific agent’s inbox * A department Users can also reconnect with the customer from the **Archives** page when needed. Depending on the WhatsApp session status, the user may be able to: * Send a normal message, if the customer session is still open. * Send an approved template message, if the customer session is closed. If an agent reconnects with the customer from the **Archive** page by sending a normal message or an approved template message, the chat will reopen in the agent’s **My Chats** view and will be assigned to the agent who sent the message. ### Search archived chats The **Archives** page allows users to search and filter previous conversations. Archived chats can be filtered based on details such as: * Date * Agent * Department * Tag * Chat status * Mobile number * Chat content This helps users find previous conversations when they need to review customer history or follow up on a case. ### Export archived chats Users with the required permission can use the **Export** button in the Archives page. The export will include the archived chats that appear in the filter results. The exported file is downloaded as an Excel file, which can be used for reporting, review, or further analysis. ### Closing chats and chatbot behavior Closing completed chats is especially important when a chatbot is enabled. If a conversation remains open and assigned to an agent, the chatbot may not respond to the customer again because the chat is still treated as an active agent conversation. Closing or archiving completed conversations allows new customer interactions to be handled correctly according to the chatbot and routing setup. ### Important Notes If a chat is closed or archived, agents may no longer be able to reply to it from the active **Chats** page. If the customer sends a new message after the chat is archived, the conversation may be routed again based on the account configuration, chatbot setup, and assignment settings. Access to close, archive, search, or export chats may depend on the permissions assigned by the admin from the Portal. ### Best Practices When closing or archiving chats: * Make sure the customer’s request has been handled. * Avoid closing chats that still require follow-up. * Use internal notes before closing if other team members may need context later. * Configure Auto Archive based on the team’s response workflow. * Use a clear timeout message if automatic closing is enabled. * Review archived chats when checking customer history or previous actions. ### When closing or archiving may not be available Closing or archiving actions may not be available in some cases, such as: * The user does not have the required permission. * The chat is already closed or archived. * The conversation is assigned to another agent. * The related setting is not enabled for the account. * The user does not have access to the related department. If you cannot close or archive a chat, contact your supervisor or admin to review the permissions and setup from the Portal. ### Next step After learning how to close or archive chats, continue to the **Settings & Automation** section to understand how chat closing, timeout messages, Auto Archive, and related settings can be configured.