Close Action

Every conversation needs to be ended at some point. Imagine once the bot has successfully answered your customer and your customer wants to close the conversation. This is where the Close action becomes handy.

When to Use the Close Action

You can use this action whenever you think the customer has received adequate support and needs to close the conversation.

How to Insert the Close Action in the Conversation Flow

First, we need to head to the Pingstreams dashboard, select the bot we want to modify, and enter the Design Studio.

For this example, we used an Ask Knowledge Base action. Inside its response, insert a button and provide the close chat option, as the user will most likely get the correct answer and want to close the chat after the answer is generated by the knowledge base.

As you can see in the image below:

Step-by-Step Setup

1. Add the Close Action: In the left sidebar menu, you can find the Close action. Simply drop it somewhere on the canvas.

2. Connect the Button: You need to connect the button to this new block, as shown in the image below:

That’s all! From now on, by clicking on this button, the conversation will end.

Testing the Close Action

Let’s test it together to see how it works in practice:

Benefits of Using the Close Action

The Close action provides several advantages:

• Clean Conversation Endings: Provides users with a clear way to end their interaction
• User Control: Gives users the power to conclude conversations when they’re satisfied
• Improved Analytics: Helps track successful conversation completions
• Better User Experience: Prevents conversations from hanging open indefinitely

Best Practices for Implementing Close Actions

1. Strategic Placement

Place Close buttons in locations where users are likely to be satisfied:

• After knowledge base responses
• Following successful problem resolution
• At the end of informational sequences
• After completing forms or processes

2. Clear Button Text

Use clear, actionable text for your close buttons:

• “Close Chat”
• “End Conversation”
• “I’m Done”
• “Thanks, Close”

3. Confirmation Messages

Consider adding a brief confirmation or thank you message before closing:

• “Thank you for using our support!”
• “Glad we could help!”
• “Have a great day!”

Common Use Cases

After Knowledge Base Queries

When users ask questions that are successfully answered by your knowledge base, provide a close option so they can easily end the conversation.

Problem Resolution

After successfully resolving a customer issue, offer a close button to conclude the support session.

Information Delivery

When providing requested information (hours, contact details, pricing), include a close option for user convenience.

Survey Completion

After users complete feedback surveys or forms, provide a natural way to end the interaction.

Integration with Other Actions

The Close action works well in combination with:

• Reply Actions: To provide closing messages
• Condition Actions: To conditionally offer close options
• Knowledge Base Actions: To close after successful answers
• Survey Actions: To close after collecting feedback

Advanced Tips

Multiple Close Points

Consider offering close options at multiple points in longer conversations, giving users flexibility to exit when they’re satisfied.

Department-Specific Closing

Different departments might have different closing procedures or messages. Customize your close actions accordingly.

Analytics Tracking

Use the Close action data to understand when and why users end conversations, helping improve your chatbot flows.

Graceful Exits

Always provide a way for users to gracefully exit conversations, even in complex flows.

The Close action is a simple but essential component of well-designed chatbot conversations in Pingstreams, ensuring that users have control over their interaction experience and can easily conclude conversations when their needs are met.

For more information about conversation management and flow design, contact our support team or explore our comprehensive Pingstreams documentation.