Close Reasons

Close reasons let you track why conversations, introductions, and applications are closed or rejected, and why advocates are deactivated. Every community comes with a set of default reasons, and you can add your own to match how your team works.

Why Use Close Reasons

When an admin closes a conversation or introduction, or rejects an advocate application, they select a reason from your configured list. This gives you structured data on outcomes instead of relying on free-text notes alone. Over time, close reasons help you:

Spot trends (e.g., a spike in “Not Interested” closures or “Not a Fit” rejections)
Understand how conversations, introductions, and applications are ending
Report on advocate and prospect engagement

Default Reasons

Each community starts with a set of default close reasons. These are created automatically when your community is set up.

Conversation Close Reasons

Reason	Description	System
Unknown	The reason for closing is not known	Yes
Purchased	The prospect made a purchase	No
Competitor	The prospect chose a competitor	No
Not Interested	The prospect is not interested	No
No Response	The prospect did not respond	No

Introduction Close Reasons

Reason	Description	System
Unknown	The reason for closing is not known	Yes
Conversation Started	A conversation was started with the prospect	Yes
No Response	The prospect did not respond	No
Not Interested	The prospect is not interested	No
Wrong Match	The advocate and prospect were not a good match	No

Application Rejection Reasons

Reason	Description	System
Unknown	The reason for rejection is not known	Yes

Every community starts with the “Unknown” system reason for application rejections. Add your own (for example, “Not in Service Area”, “Insufficient Experience”, “Duplicate Application”) to match how your team triages applications.

Advocate Deactivation Reasons

Reason	Description	System
Unknown	The reason for deactivation is not known	Yes
Inactivity	The advocate is no longer actively participating	No
Suspended	The advocate has been suspended by an admin	No
Advocate Choice	The advocate requested to be deactivated	No
Other	Any other reason	No

The four community reasons are pre-seeded and fully editable — rename, reorder, add new ones, or delete the ones you don’t use. The “Unknown” system reason is the fallback used if you delete a custom reason that has already been used somewhere.

System reasons are managed by Stoked and cannot be renamed or deleted. The “Conversation Started” reason is automatically applied when an introduction is closed because a conversation was initiated with the prospect. System reasons (like “Unknown” and “Auto-Closed”) are hidden from the closure pickers an admin sees — they only appear in this settings table, marked with a lock icon, so you can see they exist.

Managing Close Reasons

Go to Settings > Close Reasons
Choose Conversations, Introductions, Applications, or Advocate Deactivations

From here you can:

Add a New Reason

Click New Close Reason
Enter a Name and Description
Click Save

The new reason appears at the bottom of the list.

Edit a Reason

Click Edit next to the reason
Update the name or description
Click Save

System reasons cannot be renamed. You can only edit their description.

Reorder Reasons

Use the up and down arrows to change the display order. The order you set here controls how reasons appear in the close form.

Delete a Reason

Click Edit next to the reason
Click Delete
Confirm the deletion

When you delete a reason, any conversations, introductions, or applications that were closed or rejected with that reason are reassigned to the “Unknown” reason.

System reasons cannot be deleted. If you no longer want a custom reason to appear, delete it and its usage will be reassigned to “Unknown.”

How Close Reasons Appear

When closing a conversation or introduction — or rejecting an advocate application — the admin sees a list of reasons displayed as cards with the reason name and description. They must select a reason before closing or rejecting. An optional notes field is also available for additional context.

See Advocate Applications for the full application review flow.