How to Close a Conversation Using the "Update Feed Item" Step in Flows
When you have a flow that is fully managed by the bot, it’s important to close the conversation in the Inbox once the flow has completed. This ensures that future customer messages are treated as new conversations and not appended to an old one.
Why Should You Close Conversations?
If you don’t close the conversation at the end of the flow:
Any new message from the customer will appear in the same conversation.
The conversation will not be managed by the flow anymore, as the flow has already ended.
If there are no available agents or agents are busy, these messages will go unattended.
By closing the conversation using the Update Feed Item step, you ensure:
The conversation is properly marked as closed.
Any new message from the customer creates a new conversation, triggering a fresh flow or agent interaction.
No manual intervention is needed to close conversations.
Steps to Close a Conversation Using Update Feed Item
In your flow, add the Update Feed Item step at the point where you want the conversation to end.
Configure the step:
Team Id and Agent Id can be left blank unless you want to assign ownership.
Scroll to the Closed option.
Enable the toggle for Closed
Click Save.
Best Practice
Place the Update Feed Item step at:
The end of the flow or
At every exit point where you consider the conversation finished.
After conditional where there is no branch to manage a no-response from the customer.
After every jump where the jump routes to a wait for a conversation message step but if they complete the jump iteration, then the next step could be to close the conversation.
What Happens Next?
Once the conversation is marked as closed, any new message from the customer:
Creates a new conversation.
Triggers the associated flow again (if configured).
✅You’ve successfully automated conversation closure using the Update Feed Item step. This helps keep your inbox clean and ensures no customer messages are missed.
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