Require Topic for Every Conversation

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.