The Closing Reason feature allows your team to categorize chats every time they’re closed. This helps support teams track why customers reach out and gives sales teams insight into why deals aren’t closing.
By setting up Closing Reasons, you’ll be able to measure conversation outcomes and analyze trends over time.
Setting up Closing Reasons
Go to Conversations Closing. Select the team where you want to enable Closing Reasons. You can enable this feature only for some specific teams, and each team can have its own unique list of Closing Reasons.
Optional vs. Mandatory Closing Reasons
When you enable Closing Reasons, you can decide whether they are optional or mandatory for the agents.
Optional
Agents can decide whether to close a chat with a specific category or without one.
When hovering over the chat close button, a modal appears allowing the agent to either select a closing reason or close the chat immediately.
Mandatory
Callbell will not allow the agent to close a chat without selecting a category. In this case, the modal requires the agent to choose a closing reason before proceeding.
Each Closing Reason can also include a short description, which is always optional.
Reporting on Closing Reasons
Closing Reasons automatically generate two types of reports in Callbell:
- Category trend chart – shows the total number of times each reason has been used over time.
- Closing log table – lists all closed conversations along with the selected category and description.
These reports help you track customer intent, measure sales objections, or spot recurring support issues.