Every conversation ends in exactly one of a few ways, and each ending maps to a lead status you can see and filter on in Contacts. Knowing the endings makes your pipeline instantly readable.
The wins
- Customer: the prospect completed a purchase. This is confirmed by the actual payment, not by anyone saying "paid!", so when you see Customer, the money is real. Partially refunded and refunded sales are tracked in Earnings without rewriting the conversation's history.
- Call Booked: the prospect scheduled a call through your connected Calendly. Confirmed by the calendar booking itself.
- Link Sent: for initiatives that skip the agent and send a link directly (direct conversion to an external site), this records that the handoff happened. Cloziq cannot see what happened on the other site, so this is that conversation's finish line.
The losses
- Disqualified: the agent concluded the prospect is not a fit, or the prospect asked to be left alone. That happens when one of your disqualification rules matches, when a flow action fires with Disqualified, when a prospect is abusive, when someone does nothing but spam or derail the conversation despite several chances, or when someone explicitly opts out. On the closing message: a guardrail disqualification rule ends the conversation quietly, with nothing sent. A flow action set to Disqualified can send a sign-off if you wrote one. An opt-out always ends in silence, by design. See When a prospect opts out.
- Lost Lead: the prospect went quiet and your Lead Inactivity Timeout ran out. Only conversations that were genuinely waiting on the prospect can become Lost Leads. A conversation can also land here without a single message being sent, if it tried to start after your plan's conversation limit was already used up; see Reaching your limit and overages.
The human endings
- Needs Human Intervention: the agent decided a person should take over and went quiet. This is a deliberate stop, not a failure; the full list of reasons is in When your agent hands a conversation to you.
- Interrupted: a human ended the agent's involvement, either because you replied to the prospect yourself from Instagram, or because you clicked Stop Sales Conversation on the contact. The agent never resumes an interrupted conversation on its own.
The grace period after a close
After a win, the agent does not vanish mid-handshake. For about 12 hours it remains available in that thread to confirm details, answer "what happens next", and celebrate politely. Three things about this window:
- If the buyer raises a real problem, like a purchase that did not arrive or a request to reschedule or refund, the agent does not attempt customer service. It flags the contact for you immediately.
- One thank-you is enough. The agent acknowledges the win once and stays quiet after that, rather than filling the thread with enthusiasm. If your automated post-purchase message already went out, it reciprocates rather than welcoming them all over again.
- A question always gets an answer. "So am I all set?" or "what happens next?" after a purchase is answered, never met with silence.
After the window closes, the conversation ends cleanly. If the same person messages again later, that can start a brand-new conversation through your initiatives.
"I just paid" and other self-reports
Prospects often announce their own progress: "ok booked it", "just paid". The agent thanks them warmly one time, but the conversation's status only changes when the payment or booking is actually confirmed.
Where Cloziq cannot see the outcome, on your own booking link or external checkout, that self-report is the only confirmation the conversation will ever get, so the agent takes them at their word in how it talks: it stops pointing at the link and stops implying anything is outstanding. It still never claims to have seen the booking. Asked to verify, it says plainly that it cannot see your calendar and points them at their confirmation email. The status stays Awaiting Purchase or Awaiting Booking, and anything they later say about delivery problems goes straight to you.
Which endings are final
Customer, Call Booked, Link Sent, Disqualified, Lost Lead, Interrupted, and Needs Human Intervention all end the conversation for good; the agent will not restart it. If you want the agent to be able to engage that person again fresh, use Allow New Sales Conversation on the contact. See Letting the agent re-engage a contact.