On Close Conversation
Absolutely, Ruchi. Here is the revised and improved beginner-friendly version of the On Close Conversation trigger article, with the exact “Mark as Done” behavior clearly explained.
Article: On Close Conversation Trigger
On Close Conversation is a bot trigger that activates when an agent closes a chat in DoubleTick by clicking the Mark as Done option.
In DoubleTick, closing a conversation usually means the support query is resolved or the interaction has been completed. As soon as the agent marks the chat as done, this trigger can automatically start a bot journey.
This helps businesses run automation immediately after a conversation ends.
Where to Use This Trigger
This trigger is most useful for actions that should happen after the chat is completed, such as:
Collecting customer feedback
Sending a closing or thank-you message
Updating customer details in Google Sheets or CRM
Running post-support follow-up workflows
It is commonly used by support and customer success teams.
How to Use It in Bot Studio
Open Bot Studio in DoubleTick
Create a new journey
Select the trigger: On Close Conversation
Build the automation you want to run after closure Example actions:
Send feedback request
Add conversation outcome to Google Sheets
Notify internal teams
Publish the journey
Once published, the bot will trigger automatically whenever an agent closes a chat using Mark as Done.
Key Capabilities
Activates instantly when a conversation is closed
Helps automate post-chat actions
Supports feedback collection and reporting workflows
Ensures consistent closure experience for customers
Example Use Case
A support agent resolves a customer issue and clicks Mark as Done.
Immediately, the bot sends an automated message like:
“Thank you for chatting with us. Please share your feedback about the support experience.”
This helps teams improve service quality and collect customer satisfaction data automatically.
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