🛑 End of Flow Component: Conversation Termination
The End of Flow component is the tool designed to close a conversation automatically and immediately once your bot has finished its work.
🎯 What is it for?
Close routes without additional actions: Ideal for when the interaction has ended and there are no more tasks (e.g., the user chooses "Not interested" on a promotion).
Conclude self-service: Placed at the end of a process where the bot successfully resolved the query and no transfer to a human agent is needed.
End campaigns: Useful for closing shipments where the customer did not respond, preventing the chat from remaining "open" in the system for no reason.
⚙️ Behavior and Important Rules
To avoid abrupt interruptions in your customer's experience, it is vital to understand how this component operates:
Definitive closure: When reaching this point, the session closes completely. If the customer writes again afterward, the system will treat them as a new contact and send them to the initial welcome menu.
Does not send farewell messages: This component cuts off communication without saying "goodbye". If you wish to be polite, you should place a "Message" component with your farewell just one step before the End of Flow.
It is the final point: Being a closure node, it is impossible to connect other components after this one in your canvas.
⚠️ Impact on your Reports: This component closes the chat "silently", without recording a specific closure reason. This will cause conversations in your platform reports to appear classified as an "Abandonment", which could alter your metrics if in reality the bot successfully resolved the query.
💡 The Best Alternative: Use Classifications
To prevent your successful closures from being marked as "Abandonments", we recommend using a Classification component (configured as "End of self-service") instead of the End of Flow component.
Classification does the same job of closing the chat, but with major advantages for your statistics:
It allows you to categorize exactly why the conversation closed (e.g., "Query resolved", "Customer not interested").
It maintains the cleanliness and accuracy of your reports, demonstrating when the bot succeeded and when the customer truly abandoned.
Close your interactions with strategy! 🚀
Although the End of Flow component fulfills its basic function of terminating the conversation, always remember to evaluate whether it is better for you to use a Classification to maintain the accuracy of your metrics. Design clear endings and take care of your reporting! ✅