With the closing reason, every closed conversation records why it ended. That way Dashboards show where the team wins, where it loses and why. The AI also records the reason when it's the one closing.
Available on: All plans.
Who can do it: Admins configure it. Any agent records the reason when closing.
Turn on and configure (admin)
The feature comes turned off. Nothing changes until an admin turns it on.
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Go to Settings → Closing
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Turn on the closing reason
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Choose whether the reason is required or optional. If you want, require it only in some funnel stages
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Add reasons to the 3 groups: Success, Discard and Other. Each group needs at least one reason
Close a conversation with a reason
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In the conversation, click Close conversation
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Choose the reason
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Confirm
Track it in Dashboards
In Dashboards → Service → Closings by reason, you see why conversations ended in the period.
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Automatic closings (30 days without activity, end of call, Webchat session change, campaign and HubSpot) show as “Closed by: Automatic”
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They're hidden by default. To see them, check “Automatic” in the Closed by filter. The chart summary shows how many are hidden
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Automatic closings only count from 10/30/2026 onward. Earlier ones don't show
Learn more in How to use Nuvia's data Dashboards.