Mark a conversation as Done

Marking a conversation as Done is the agent-facing action that says “the work on this conversation is finished.” Done doesn’t lock the conversation — if the customer replies, it flips back to Active so you can pick up where you left off. Archiving happens later, automatically, when your Auto-Archiving timer expires.

Before you start

• You’re working in Conversations with a conversation open or one or more selected in the list.
• The conversation is in Active or Snoozed status. Conversations that are already Done or Archived can’t be marked Done again (they’re already there, or already terminal).

Mark one conversation Done

1. Open the conversation in Conversations.
2. Press the D key on your keyboard, or click the Mark as done button in the conversation action bar (the check icon).
3. The status badge in the conversation header flips to Done and any AI handling on the conversation is deactivated automatically.

That’s it — no confirmation modal, no save step. The conversation action bar also has buttons for Snooze (Z), Archive (E), Tags (T), and Assign (A) — Done is just one of several status actions you can take.

Reactivate a Done conversation manually

If you marked a conversation Done by mistake or need to keep working on it, you can flip it back to Active without waiting for a customer reply:

1. Open the Done conversation.
2. The same Done button now reads Mark as active (with a reverse-arrow icon). Click it, or press D again.
3. The conversation returns to Active and your team’s active queues.

Mark several conversations Done at once

If you have a stack of conversations to close out, do it in bulk:

1. In the Conversations list, tick the checkbox next to each conversation you want to mark Done. A “Selected” count appears in the toolbar with bulk action icons next to it.
2. Click the Mark as done icon (check-circle) in the toolbar. The D shortcut also fires the bulk action when conversations are selected.
3. Each conversation flips to Done. The list view in the Done tab will now show them.

The bulk action is only offered when you’re viewing a list that contains conversations that aren’t already Done — Atender doesn’t surface “Mark Done” inside the Done tab itself.

What happens after a conversation is Done

• Status flips to Done. The conversation moves out of any list that filters for active work.
• AI agents stand down. If a Specialist Agent or other AI handling was working the conversation, it deactivates so it doesn’t keep replying after you’ve closed things out.
• The Auto-Archiving timer starts. If your tenant has Auto-Archiving enabled, Atender will move this conversation to Archived after the timer’s window (measured in business hours per your team’s opening hours). See Set up auto-archiving.
• CSAT surveys may go out. If you’ve configured a satisfaction survey to fire on resolution, this is typically when it arrives — in the window between Done and Archived.
• Automations may fire. Any automation rule wired to the Conversation resolved trigger runs at this point. (The separate Conversation archived trigger fires later, when the auto-archive timer expires.)

Verify it worked

• The status badge in the conversation header shows Done (green).
• The conversation appears in the Done tab of the inbox.
• The conversation no longer appears in your Active or All open views.

Troubleshooting

• Symptom: The D shortcut doesn’t fire. Fix: You may have a text input focused. Click outside any reply box or filter input, then press D. The shortcut only triggers when the keyboard isn’t already captured.

• Symptom: The conversation flipped to Done and then back to Active by itself. Fix: The customer replied. Done conversations reopen automatically on a customer message — that’s working as designed. See What happens when a customer replies to a Done conversation?.

• Symptom: Mark Done isn’t available in the toolbar. Fix: Confirm at least one conversation is selected (or open) and that you’re viewing a list with non-Done conversations. The action is hidden when nothing applicable is selected.

See also

• What is Conversation Resolution?
• Set up auto-archiving
• What happens when a customer replies to a Done conversation?