Conversation End Block - Gracefully Terminate Bot Interactions

Overview

The Conversation End block marks the final step of a chatbot flow. When a conversation reaches this block, the bot sends a closing message, optionally updates the conversation's status, agent, or department, and presents a button that lets the customer restart the conversation from the beginning.

This block is useful when your bot has completed its purpose, whether that is collecting a lead, answering a question, or routing a customer to the right team. Instead of leaving the conversation in limbo, the Conversation End block provides a clean exit with a clear path back if the customer needs more help.

Where to Find It

The Conversation End block is located in the Logic Flow section of the bot builder sidebar in Studio.

1. Open your chatbot in Studio
2. In the left sidebar, scroll to the Logic Flow section
3. Drag the Conversation End block (orange exit icon) onto the canvas

How It Works

When the bot flow reaches the Conversation End block:

1. The bot sends the configured end response message to the customer
2. If a default status, agent, or department is configured, the conversation is updated accordingly
3. A restart button is displayed to the customer
4. If the customer clicks the restart button, the entire bot flow starts over from the beginning

The block has one input connection and one output connection in the flowchart. The output connection is used when the customer clicks the restart button, triggering the flow to loop back to the starting step.

Configuration

Double-click the Conversation End block on the canvas to open its settings modal. The following fields are available:

Conversation End Response

Property	Detail
Type	Text area
Required	Yes
Max length	1,000 characters
Default value	"Thank you for chatting with us! If you need help again, just send a message anytime. Click Restart Conversation button to end the current session and start a fresh conversation"

This is the final message the bot sends to the customer. Write something that feels like a natural closing, confirms the interaction is complete, and lets the customer know they can restart if needed.

You can use variables in this field. Type {{ to see available variables and insert dynamic content like the customer's name or collected data.

Default Status

Property	Detail
Type	Dropdown
Required	No
Options	Loaded from your configured message statuses

Automatically sets the conversation status when this block is reached. For example, you might set it to "Resolved" or "Closed" so your team knows the bot has handled the interaction. If left empty, the conversation status remains unchanged.

Default Agent

Property	Detail
Type	Dropdown
Required	No
Options	Loaded from your team members
Visibility	Hidden when agent rotation method is set to round robin

Assigns the conversation to a specific agent when the block is reached. This is useful when you want a particular team member to review completed bot conversations or handle follow-ups. If your team uses round robin agent rotation, this field is hidden since assignment is automatic.

Default Department

Property	Detail
Type	Dropdown
Required	No
Options	Loaded from your configured departments

Routes the conversation to a specific department when the block is reached. Use this to ensure completed conversations land in the right team's queue for review or follow-up.

Conversation Restart Button Title

Property	Detail
Type	Text input
Required	Yes
Max length	20 characters
Default value	"Restart Conversation"

The label displayed on the button that lets customers start the bot flow over. Keep it short and clear. You can use variables in this field as well.

Common Use Cases

Lead Collection Bot

Your bot collects name, email, and phone number, then ends the conversation with a thank-you message. The conversation is marked as "New Lead" and assigned to your sales department.

• End Response: "Thanks, {{contact.name}}! Our sales team will reach out shortly. Click below if you'd like to start over."
• Default Status: New Lead
• Default Department: Sales
• Restart Button: "Start Over"

FAQ Bot

After answering a customer's question, the bot offers to help with anything else by presenting the restart button.

• End Response: "I hope that answered your question! If you need help with anything else, just click below."
• Default Status: Resolved
• Restart Button: "Ask Another Question"

Support Ticket Bot

The bot collects issue details and creates a ticket, then closes the conversation and assigns it to the support team.

• End Response: "Your support ticket has been created. Our team will get back to you within 24 hours. Click below to report another issue."
• Default Status: Pending
• Default Agent: (your support lead)
• Default Department: Support
• Restart Button: "New Issue"

Appointment Booking Bot

After booking is confirmed, the conversation ends and is routed to the relevant department.

• End Response: "Your appointment is confirmed! You'll receive a confirmation message shortly. Need to book another appointment?"
• Default Status: Resolved
• Restart Button: "Book Another"

Best Practices

• Keep the end response warm and helpful. A good closing message confirms what happened and tells the customer what to expect next.
• Always configure a status so your team can filter and track bot-completed conversations in the inbox.
• Use a clear restart button label that tells the customer exactly what will happen. "Start Over" or "Ask Another Question" is better than a generic label.
• Keep the restart button title under 20 characters. This is a platform limit, especially important for WhatsApp where button labels are truncated.
• Use variables in your end response to personalize the closing message with the customer's name or collected information.
• Place this block at every terminal path in your flow. If your bot has multiple branches, each branch that represents a completed interaction should end with a Conversation End block.

How the Restart Works

When a customer clicks the restart button:

1. The bot sets an internal restart_bot flag
2. The flow engine receives the button click and recognizes it as a restart trigger
3. The bot flow restarts from the Starting Step, as if the customer initiated a brand new conversation
4. All previous variable values from the session are preserved unless explicitly cleared

This means customers can go through the bot multiple times in the same conversation thread without needing to send a new message or open a new chat window.

Troubleshooting

Bot does not send the end response

1. Verify the Conversation End block is properly connected to the previous block in the flow.
2. Check that the Conversation End Response field is not empty. This is a required field.
3. Open the bot in Studio and confirm the block shows a preview of your configured response.

Restart button does not appear

1. Ensure the Conversation Restart Button Title field has a value. This is required.
2. On WhatsApp, button titles longer than 20 characters may be truncated or cause issues. Shorten the label.

Conversation status or agent is not updated

1. Confirm you selected values in the Default Status, Default Agent, or Default Department dropdowns before submitting.
2. Check that the selected status, agent, or department still exists in your Settings. Deleted items will not be applied.

Restart triggers the wrong flow

1. The restart always goes back to the Starting Step of the current bot. If you have multiple bots, make sure the customer is interacting with the correct one.
2. Check your Starting Step trigger conditions to ensure they allow re-entry.

Next Steps

• Studio Overview - Explore all available block types and flow builder features
• Bot Working Hours - Configure when your chatbot is active
• Getting Started - Set up your first chatbot from scratch