Shared Inbox
Closing chats
Close, keep assigned, or unsubscribe — and what each option means operationally.
What “Close chat” does
Closing a chat removes it from active Shared Inbox queues.
Use Close when:
- the issue is resolved
- the next step is not time-sensitive
- you want queues to reflect real, active work
Close options
Depending on your configuration, you may see options like:
- Keep this user assigned to me: preserves ownership for continuity/tracking
- Unsubscribe this user: prevents future outbound messaging to the user
Best practices
- close quickly when resolved (queues should be truthful)
- unsubscribe only when policy requires it or the customer explicitly requests it
- if the case needs follow-up, prefer keeping it open (or tag it explicitly) rather than closing and losing visibility