FAQ — I Marked a Conversation Done but It’s Back in Active
This is by design, not a bug: the customer replied, which automatically reopens the conversation. Check the latest message — you’ll find an inbound message after your Done timestamp.
How to confirm
Open the conversation and look at the message log. There will be a customer message dated after the moment you marked it Done. That inbound message is what moved the conversation from Done back to Active.
If the customer didn’t reply
Customer reply is the only mechanism that auto-reopens a conversation. If the conversation re-opened and there’s no inbound message after your Done timestamp, that’s worth flagging to Atender support — capture the conversation ID.