We’ve introduced Closing Reasons, a way to categorize conversations when they’re closed. This makes it easier to understand customer intent, measure outcomes, and identify recurring issues.

Reports

As soon as your agents are adding closing reasons, you'll see 2 new reports in your account:

What you can do with Closing Reasons:

• Track why chats are closed: Spot common support requests or sales objections.

• Customize per team: Each team can have its own unique set of reasons.

• Optional or mandatory: Decide if agents must choose a reason before closing, or if it's optional.

• Automatic reporting: Get charts of trends over time and logs of all closed conversations with their selected reason.

How to use

1. Enable the closing reason for each team here.

2. Select whether you want it to be optional or mandatory for all chats closed by that specific team.

3. If it's optional, the agent can still close the chat with no reason. Otherwise, Callbell will request the reason in order to allow the chat to be closed

This feature gives both support teams and sales teams better visibility into conversations, so you can make smarter decisions and improve results.

Read the full guide here