> ## Documentation Index
> Fetch the complete documentation index at: https://docs.tartini.com.br/llms.txt
> Use this file to discover all available pages before exploring further.

# Close a conversation and track the satisfaction survey

> Close the conversation with the right reason and understand when the satisfaction survey goes out automatically.

export const Artigo = ({titulo, href, children}) => <a className="lista-artigos-item" href={href}>
    <span className="lista-artigos-texto">
      <span className="lista-artigos-nome">{titulo}</span>
      {children ? <span className="lista-artigos-desc">{children}</span> : null}
    </span>
    <svg className="lista-artigos-seta" viewBox="0 0 24 24" width="18" height="18" aria-hidden="true">
      <path d="M9 6l6 6-6 6" fill="none" stroke="currentColor" strokeWidth="2" strokeLinecap="round" strokeLinejoin="round" />
    </svg>
  </a>;

export const Lista = ({titulo, children}) => <div className="lista-artigos">
    {titulo ? <p className="lista-artigos-titulo">{titulo}</p> : null}
    <div className="lista-artigos-itens">{children}</div>
  </div>;

Closing signals that the support has ended and frees the conversation from the queue. If your company uses a satisfaction survey, it can go out automatically right after.

<Note>
  Automatic closing and the satisfaction survey are configured by an Administrator, Company Manager, or Area Manager, under **Configurações > Atendimento** (Settings > Support).

  The Tartini interface is in Portuguese. Screen and button names appear here exactly as on screen, with the translation in parentheses.
</Note>

***

## Close manually

By default the conversation stays open until someone closes it or automatic closing kicks in.

Where to find it: at the top of the conversation, in the header, the check icon (tooltip "Finalizar atendimento"). On mobile: menu > "Finalizar".

<Steps>
  <Step title="Click the check icon">Opens the Finalizar conversa (Close conversation) drawer.</Step>
  <Step title="Describe the reason">Write how the support ended, up to 500 characters.</Step>
  <Step title="Click Finalizar (Close)">The screen confirms: "Conversa finalizada com sucesso".</Step>
</Steps>

<Note>
  The reason is required. Describe it even when the support was resolved outside the chat.
</Note>

***

## Understand what happens when you close a conversation

If "Ativar Scout ao finalizar conversa" is turned on, Scout generates a summary and a score for the conversation. If the satisfaction survey is active for the channel, the conversation moves to "Aguardando CSAT" and the customer receives the question.

***

## Automatic closing

By default automatic closing is turned off.

Where to find it: **Configurações > Atendimento > Regras de Conversa** (Settings > Support > Conversation Rules), "Encerrar conversa automaticamente" field with "Tempo por canal".

Without a set time, the channel uses the 24-hour default. For conversations handled by Tino, the rule is under **Configurações > Atendimento > IA por canal** (Settings > Support > AI by channel), under "A conversa fica parada": Tino says goodbye and closes the conversation after the configured inactivity time.

<Note>
  Regras de Conversa applies to conversations with the team. IA por canal applies only to conversations Tino is handling.
</Note>

***

## The satisfaction survey

Where to find it: **Configurações > Atendimento > Pesquisa de Satisfação** (Settings > Support > Satisfaction Survey).

The fields are "Coletar em", "Regra de disparo" (Todas as conversas or Apenas conversas resolvidas), "Canais Habilitados", and "Tempo limite para resposta (minutos)" (default 60 minutes).

<Note>
  There's no button to trigger the survey manually during support. It's always sent automatically, based on the configured rule.
</Note>

***

## Reopening a closed conversation

***

## Frequently asked questions

<AccordionGroup>
  <Accordion title="Do I need to fill in a reason to close a conversation?">
    Yes, it's required and can be up to 500 characters.
  </Accordion>

  <Accordion title="What happens to the conversation after it's closed?">
    It disappears from the active queues. If Scout is turned on, it gets a summary and a score; if the satisfaction survey is active, the customer receives the question.
  </Accordion>

  <Accordion title="Can I send the satisfaction survey manually?">
    No. It's always automatic, based on the rule under Configurações > Atendimento > Pesquisa de Satisfação.
  </Accordion>
</AccordionGroup>

***

## Related articles

<Lista>
  <Artigo titulo="Set up the satisfaction survey" href="/en/atendimento/pesquisa-de-satisfacao">Trigger rules and response time limit.</Artigo>
  <Artigo titulo="Set the conversation rules" href="/en/atendimento/regras-de-conversa">Signature, automatic closing, and active Sotto.</Artigo>
  <Artigo titulo="Scout explained" href="/en/agentes/scout/o-scout-explicado">How the conversation's summary and score come about.</Artigo>
  <Artigo titulo="Handle a conversation" href="/en/inbox/atenda-uma-conversa">Open, reply, attach files, and take over from Tino.</Artigo>
</Lista>


## Related topics

- [Configuring the Inbox](/en/primeiros-passos/guias/configurando-o-inbox.md)
- [Track Customer Satisfaction](/en/agentes/scout/satisfacao.md)
- [Set up the satisfaction survey](/en/atendimento/pesquisa-de-satisfacao.md)