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Require Topic for Every Conversation

  • Updated on Feb 3, 2025
  • Published on Jan 30, 2025
  • 1 minute(s) read
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REQUIRED USER ROLE 
Administrator
PERMISSION OVERVIEW
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If activated, the Close and Close & Next buttons are grayed out, and Conversations can't be closed until at least one Topic is selected.

  1. Click on the top left corner of the screen.

  2. Click Settings.

  3. Under the Agent Experience category, click Conversation Workflow.

  4. Find the Conversation section and check the box next to Require every Conversation to have a topic applied before it can be closed.

  5. Click Save.

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