Open queues lie when resolved chats stay open. Close with a clear last line.
Confirm resolution
Ask “Did that fix it?” once. Silence after help is not consent to leave forever.
Closing line formula
Summarize what you did, invite a reply if needed, then mark resolved.
Reopen rules
Same-day follow-ups reopen the thread; new topics get a fresh chat with history linked.
Audit open age
Weekly review of chats open >48h with no agent message. Most are forgotten resolves.
Clean closes protect SLAs. Connectora Sync makes resolve/reopen visible across the team.