Next and Close & Next Button Behavior

The Next and Close & Next buttons are critical to managing the status of your Conversations and the ability to receive new Customer requests. It's important to understand that the behavior and name of the Close & Next button vary based on certain scenarios. 

A - Next

The Next button by the availability controls is constant, and the functionality does not change. Clicking the Next option here will always take you to the next Customer request without closing your current Conversation. Use this option if:

• You want to work on a new Customer without closing the Conversation with the current one.
• You want to switch to another Conversation without closing the Conversation with the current one.

B - Close & Next / Next / End & Close

The Close & Next button on the bottom right of the Customer Profile screen is dynamic. Depending on the activity and Channel you are working in, the name and behavior of this button will vary.

Close & Next Variable Names

The main driver for these variables are the activities completed in the Conversation. For example, let's say you received a spam email that doesn't require an Agent response, but because Gladly doesn't know the email is spam, you will see the Next option because Gladly is expecting a reply to be sent to the Customer.

Close & Next 

Close & Next appears in Emails, Calls, Tasks, Notes, SMS, Facebook Messenger, Whatsapp, and Twitter.

• 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 a reply.
• Click the carrot arrow icon 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 the carrot arrow icon 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 the carrot arrow icon to see more options:
  • End - Ends the chat session but doesn't close the Conversation. This usually means you are not able to solve the request and will require additional follow-up.