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Inbox & live support

Close and find completed conversations

Keep the active queue useful by finishing resolved support sessions.

CCorthex product guidesUpdated October 15, 20262 min read
Where to find itInbox → conversation status / Finished

Before you begin

Open Inbox and check that you are in the correct workspace. Select the conversation and review its latest customer message before taking an action.

Example workspace · Demo data. Resume returns the conversation to the AI; choose deliberately after finishing human support. Select the image to enlarge it.
A staff-controlled conversation with the Resume button and message composer

Example workspace · Demo data. Resume returns the conversation to the AI; choose deliberately after finishing human support. Select the image to enlarge it.

Step by step

  1. 1

    Confirm the issue is resolved

    Check the latest message and any promised follow-up. Do not close simply to hide an unresolved request.

  2. 2

    Use the close/finish action

    Choose the relevant status action in the header or menu and check the resulting timeline event.

  3. 3

    Find it later

    Open Finished or adjust the conversation filter. Closing organises the queue; it does not mean the messages were deleted.

  4. 4

    Revisit when needed

    Use the available reopening/control actions if the issue needs further work. Read new visitor messages before choosing staff or AI control.

Good to know

A closed session can leave the active list because of your filter. The conversation history remains available according to the workspace’s retention settings.

Check the result

Check the conversation status and timeline after the action. When testing, use a separate visitor browser so you can see both sides.

Questions & troubleshooting

The chat disappeared

Look in Finished and clear status/search filters before assuming data was removed.

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