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Mark a conversation as Done

Use the Mark as done button (or the D shortcut) to close out a conversation once the work is finished. Done conversations can still be reopened by a customer reply.

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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 status. Conversations that are already Done or Archived can’t be marked Done again (they’re already there, or already terminal).
  • If a customer is still on the line in a live phone conversation, Atender keeps the conversation open and shows: “A customer is on the line. Close the conversation after the call ends.”

Mark one conversation Done

  1. Open the conversation in Conversations.
  2. On web or desktop, press the D key on your keyboard, or click the Mark as done button in the conversation action bar (the check icon). On iPhone, tap the check icon in the conversation header. You may also find Mark done in the conversation’s More actions menu.
  3. The status badge in the conversation header flips to Done, the header control changes to Mark as active, and any AI handling on the conversation is deactivated automatically.

That’s it — no confirmation modal (unless the conversation is a callback still owed to the customer), no save step. The conversation action bar also has buttons for Snooze (Z), Tags (T), Assign (A), and Apply macro (V) — Done is just one of several status actions you can take.

For eligible roles, the reply composer may also show Send & Close. Use it when you want to send your final reply and mark the conversation Done in one step.

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. On web or desktop, the D shortcut also fires the bulk action when conversations are selected. On iPhone, use the Active-list bulk action bar and tap Mark done.
  3. Each conversation that is safe to close flips to Done. If any selected conversations can’t be closed — for example, because a customer is still on the line — Atender leaves those conversations open and reports how many were refused.

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 as 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 wait for archiving. If you’ve enabled CSAT surveys, Atender sends the survey when the conversation is archived, not when it’s marked Done.
  • Automations may fire. Any automation rule wired to the A conversation is marked done trigger runs at this point. (The separate A conversation is 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 tab.

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

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