Conversations are closed when no additional replies or interactions are required with the Customer because their request has been resolved. A few ways to close a Conversation depend on the Channel you are working on.
Close & Next
Close & Next appears in Emails, Calls, Tasks, Notes, SMS, and Social Channels.
Closes your current Conversation and gives you the next Customer that needs assistance.
If you click Close & Next and there is no reply to the Customer, you will be asked to confirm your action to close the Conversation without reply.
Click
/ 
to see more options: Next – move on to the next Conversation while keeping the current Conversation open.
Close – Close the current Conversation without receiving new Customers to work with.
Next
Next only appears for Voicemails.
Keeps your current Conversation open, but you are assigned a new Customer to work with.
Click
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to see more options: Close & Next – Close the current Conversation and receive a new Customer to work with.
Close – Close the current Conversation without receiving new Customers to work with.
End & Close
End & Close only appears for Chat.
Ends and closes the chat Conversation. As long as you are available in the Messaging Channel, you will continue to receive incoming chat requests.
Agents can also use the No Reply Needed option to end a chat that doesn't require additional follow-up. This will clear the SLA for the chat.
Click
/ to see more options: End – Ends the chat session but doesn't close the Conversation. This usually means you cannot solve the request and will require additional follow-up.