1. [Help](https://nuvia.ai/en/docs) 2. [Conversations](https://nuvia.ai/en/docs/colecoes/19377965-conversations) # How to use the closing reason for conversations Record why each conversation ended and track closings by reason in Dashboards. Available on All plans Who can do it Admins configure it. Any agent records the reason when closing Updated on November 3, 2026 [Conversations](https://nuvia.ai/en/docs/colecoes/19377965-conversations) 1. [How to use and assign conversations](https://nuvia.ai/en/docs/artigos/14499126-how-to-use-and-assign-conversations) 2. [How to send audio, images, documents and media from the Inbox](https://nuvia.ai/en/docs/artigos/15353019-how-to-send-audio-images-documents-and-media-from-inbox) 3. [How to filter and sort the conversation queue in Nuvia](https://nuvia.ai/en/docs/artigos/15353059-how-to-filter-and-sort-the-conversation-queue) 4. [How to distribute conversations among agents (Conversation distribution)](https://nuvia.ai/en/docs/artigos/15705683-how-to-distribute-conversations-among-agents) 5. [How to rate AI replies in the Inbox](https://nuvia.ai/en/docs/artigos/16108448-how-to-rate-ai-replies-in-inbox) 6. [How to print or save an entire conversation as a PDF](https://nuvia.ai/en/docs/artigos/16414236-print-or-save-entire-conversation-as-pdf) 7. [How to use the closing reason for conversations](https://nuvia.ai/en/docs/artigos/18174515-how-to-use-closing-reason-for-conversations) 8. [How to transfer a conversation between agents in Nuvia](https://nuvia.ai/en/docs/artigos/14500664-how-to-transfer-conversation-between-agents) 9. [How to create and use quick replies in the Inbox](https://nuvia.ai/en/docs/artigos/17313968-how-to-create-and-use-quick-replies-in-inbox) On this page 1. Turn on and configure (admin) 2. Close a conversation with a reason 3. Track it in Dashboards **On this page3 sections** 1. Turn on and configure (admin) 2. Close a conversation with a reason 3. Track it in Dashboards 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. 1. Go to **Settings** → **Closing** 2. Turn on the closing reason 3. Choose whether the reason is **required** or **optional**. If you want, require it only in some funnel stages 4. Add reasons to the 3 groups: **Success**, **Discard** and **Other**. Each group needs at least one reason Tip removing a reason doesn't delete history. Conversations already closed with it stay in the dashboard. ## Close a conversation with a reason 1. In the conversation, click **Close conversation** 2. Choose the reason 3. Confirm ## Track it in Dashboards In **Dashboards** → **Service** → **Closings by reason**, you see why conversations ended in the period. - Automatic closings (30 days without activity, end of call, Webchat session change, campaign and HubSpot) show as “Closed by: Automatic” - They're hidden by default. To see them, check “Automatic” in the **Closed by** filter. The chart summary shows how many are hidden - Automatic closings only count from 10/30/2026 onward. Earlier ones don't show Learn more in [How to use Nuvia's data Dashboards](https://nuvia.ai/en/docs/artigos/14499194-how-to-use-nuvia-dashboards-service-campaigns-funnel). ## Frequently asked questions **Why doesn't the reason option show up when I close?** The feature comes turned off. An admin needs to turn it on in Settings → Closing. **Does the AI also record the reason?** Yes. When the AI closes the conversation, it records the reason. **Where did the “Latest conversations” table go?** It was removed from the Service dashboard. To see conversations in detail, use the List in Conversations. [PreviousHow to print or save an entire conversation as a PDF](https://nuvia.ai/en/docs/artigos/16414236-print-or-save-entire-conversation-as-pdf) [NextHow to transfer a conversation between agents in Nuvia](https://nuvia.ai/en/docs/artigos/14500664-how-to-transfer-conversation-between-agents) Was this article helpful? ## Related articles - [How to use Nuvia's data Dashboards (customer service, campaigns, funnel)](https://nuvia.ai/en/docs/artigos/14499194-how-to-use-nuvia-dashboards-service-campaigns-funnel) - [How to set up and use Smart Follow-ups in Nuvia](https://nuvia.ai/en/docs/artigos/14580483-how-to-set-up-use-smart-follow-ups-nuvia) - [How the Nuvia trial period works](https://nuvia.ai/en/docs/artigos/16161781-how-the-nuvia-trial-period-works) - [How recent conversation reopening works in the Smart Funnel](https://nuvia.ai/en/docs/artigos/16644378-how-recent-conversation-reopening-works-smart-funnel) - [How to turn on and use Webchat on your website](https://nuvia.ai/en/docs/artigos/17340470-how-to-turn-on-and-use-webchat-on-your-website) [Conversations](https://nuvia.ai/en/docs/colecoes/19377965-conversations) 1. [How to use and assign conversations](https://nuvia.ai/en/docs/artigos/14499126-how-to-use-and-assign-conversations) 2. [How to send audio, images, documents and media from the Inbox](https://nuvia.ai/en/docs/artigos/15353019-how-to-send-audio-images-documents-and-media-from-inbox) 3. [How to filter and sort the conversation queue in Nuvia](https://nuvia.ai/en/docs/artigos/15353059-how-to-filter-and-sort-the-conversation-queue) 4. [How to distribute conversations among agents (Conversation distribution)](https://nuvia.ai/en/docs/artigos/15705683-how-to-distribute-conversations-among-agents) 5. [How to rate AI replies in the Inbox](https://nuvia.ai/en/docs/artigos/16108448-how-to-rate-ai-replies-in-inbox) 6. [How to print or save an entire conversation as a PDF](https://nuvia.ai/en/docs/artigos/16414236-print-or-save-entire-conversation-as-pdf) 7. [How to use the closing reason for conversations](https://nuvia.ai/en/docs/artigos/18174515-how-to-use-closing-reason-for-conversations) 8. [How to transfer a conversation between agents in Nuvia](https://nuvia.ai/en/docs/artigos/14500664-how-to-transfer-conversation-between-agents) 9. [How to create and use quick replies in the Inbox](https://nuvia.ai/en/docs/artigos/17313968-how-to-create-and-use-quick-replies-in-inbox) ## Still need help? Customers reach support through the chat inside the platform. Not a customer yet? Talk to our team. [Talk to support in the platform](https://app.nuvia.ai) [I'm not a customer yet](https://nuvia.ai/en/contact) --- Source: https://nuvia.ai/en/docs/artigos/18174515-how-to-use-closing-reason-for-conversations