End Chat vs Complete button on Interaction record on SOW

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Akansha Gupta
Mega Sage

Sunday

Hi All,

 

I an looking for some information/documentation to understand the difference between End Chat vs Complete button on Interaction record on SOW. 

As per my understanding, both actions are closing the interaction record with status as 'Close Complete.

Any insights on this will be helpful.

 

Thanks

Akansha Gupta 

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ifti122
Kilo Sage

Sunday

Hi Akansha,

Great question! You’re right both eventually move the Interaction to Closed Complete, but they serve different purposes:

  • End Chat -> Appears only during a live chat session. It formally ends the conversation, notifies the user the chat has ended, and automatically closes the Interaction as Closed Complete.

  • Complete -> A generic close action for any Interaction (phone, email, or chat that’s already ended). It’s used when the agent has finished documenting notes or follow-ups and wants to manually close the Interaction.

Examples:

  • Live chat resolved -> Agent clicks End Chat -> chat ends + Interaction closed.

  • Phone call logged -> After notes are added, agent clicks Complete -> Interaction closed.

👉 In short: End Chat ends the conversation, Complete closes the record.
Thanks & Regards,
Muhammad Iftikhar,
If my response helped, please mark it as the accepted solution so others can benefit as well.

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ifti122
Kilo Sage

Sunday

Hi Akansha,

Great question! You’re right both eventually move the Interaction to Closed Complete, but they serve different purposes:

  • End Chat -> Appears only during a live chat session. It formally ends the conversation, notifies the user the chat has ended, and automatically closes the Interaction as Closed Complete.

  • Complete -> A generic close action for any Interaction (phone, email, or chat that’s already ended). It’s used when the agent has finished documenting notes or follow-ups and wants to manually close the Interaction.

Examples:

  • Live chat resolved -> Agent clicks End Chat -> chat ends + Interaction closed.

  • Phone call logged -> After notes are added, agent clicks Complete -> Interaction closed.

👉 In short: End Chat ends the conversation, Complete closes the record.
Thanks & Regards,
Muhammad Iftikhar,
If my response helped, please mark it as the accepted solution so others can benefit as well.