Close a conversation when it's handled. Archive a closed conversation to also hide it from the customer. You can reopen either one at any time.
| Closed | Archived |
Where it shows for you | Closed view, Closed group | Closed view, Archived group |
Customer can see it | Yes, marked Read only | No, removed from their app |
Customer can reply | No | No |
You can send messages | No | No |
Can be reopened | Yes | Yes |
Closing conversations
In Messages, with the Open filter, tick the conversations you want to close. You can close up to 500 at once.
Click Mark as Closed.
They move to the Closed group. Inside a closed conversation you'll see: "This conversation is closed. You can still view the message history, but you won't be able to send any new messages while it's closed."
A customer can't reply to a closed conversation, so it won't reopen on its own. To hear from them again, reopen it or send a new message.
Ticking conversations to close them is available on desktop.
Archiving conversations
Only closed conversations can be archived.
In Messages, switch to the Closed filter.
Tick the conversations you want to archive.
Click Archive.
They move to the Archived group and disappear from the customer's Birrdi app. They stay closed.
Reopening conversations
In Messages, switch to the Closed filter.
Tick the closed or archived conversations.
Click Reopen.
A reopened conversation goes back to its announcement or trigger group, or to On You / On Customer depending on who wrote last. Archived conversations become visible to the customer again.
If your inbox is already at its limit of 20 active groups, reopening a conversation from an old announcement can fail. Close conversations in another announcement group first.
Closing automatically
Announcements, triggers and new messages each have an auto close option that closes the conversation as soon as it sends. See the Auto-closing announcements guide.
When a customer unsubscribes from a conversation
Customers can unsubscribe from a single conversation in the app. You'll see "Customer has unsubscribed from this conversation", and the reply box is replaced by a Mark as Closed button. You can't send more messages in that conversation.