Closing Conversations

Close conversations when they’re complete to keep your inbox organized. Each closure requires a close reason so you can track outcomes over time.

How to Close a Conversation

From the Inbox

Open the conversation in your inbox
Click Close Conversation
Select a close reason from the list
Optionally add a note for extra context
Click Close

From the Conversation Page

Navigate to the conversation
Click Close
Select a close reason
Optionally add a note
Click Close

Close Reasons

When closing, you must select a reason that describes why the conversation is ending. Your community comes with default reasons like “Purchased”, “Not Interested”, and “No Response”, and admins can add custom reasons to match your workflow.

Close reasons are configured in Settings > Close Reasons. See /admin/setup/close-reasons/ for details on managing them.

What Happens When Closed

The conversation moves out of the active inbox
Both parties can still access the message history
The close reason and any notes are recorded on the conversation
The conversation appears in your closed conversations list

Automatic Closing

Stoked can automatically close conversations that have been inactive for a configurable number of days. By default, conversations with no messages in the last 14 days are automatically closed with the close reason “Auto-Closed”.

Admins can change the inactivity threshold or disable auto-closing entirely from Settings > Inbox. See /admin/inbox/auto-close-setting/ for details.

Auto-closed conversations can be reopened the same way as manually closed ones — either by a new incoming message or by clicking Reopen.

Reopening Conversations

Conversations automatically reopen when:

A new SMS message is received from either party

You can also manually reopen a conversation:

Find the conversation in your closed list
Click Reopen

Reopening a conversation does not remove the previous close reason. A new close reason will be recorded the next time the conversation is closed.