Allow Users to Mark WhatsApp Conversations as Complete in Kylas CRM

Managing WhatsApp conversations efficiently is crucial for keeping your CRM organized and workflows smooth. In Kylas CRM, you can manually mark WhatsApp conversations as complete once an interaction with a lead, contact, or customer has concluded.

This feature ensures that open conversations are properly closed, helping teams track ongoing and completed interactions, maintain a clean communication view, and trigger any follow-up workflows automatically.

Table of Contents

1. Overview

2. Prerequisites

3. Steps to Mark a WhatsApp Conversation as Complete

   • Method 1: From WhatsApp Smart Window

   • Method 2: From Lead, Contact, or Deal Page

4. How It Works

5. Use Cases

6. Benefits

7. Conclusion

Overview

When using Kylas Native WhatsApp Integration, users can chat with leads, contacts, or customers directly from within the CRM. However, after a conversation is finished, keeping it open can clutter the view and affect workflow triggers.

To maintain better visibility and structured communication, Kylas allows users to mark WhatsApp conversations as complete manually — ensuring your system reflects the latest communication status and activates post-conversation automations, if configured.

Prerequisites

Before marking WhatsApp conversations as complete, make sure the following are in place:

• Your WhatsApp number is successfully connected via Kylas Native WhatsApp Business app.

• You have access to the Communication module in Kylas CRM.

• The WhatsApp conversation is active (either through an agent or chatbot).

• The conversation must exist under a Lead, Deal, or Contact entity.

 Steps to Mark a WhatsApp Conversation as Complete

You can mark a WhatsApp chat as complete in two ways — directly from the WhatsApp Smart Window or through the entity (Lead, Contact, or Deal) where the chat originated.

Method 1: From WhatsApp Smart Window

1. Log in to Kylas CRM

   • Visit
     app.kylas.io
     and log in with your credentials.

2. Navigate to Communication → WhatsApp

   • On the left-hand menu, go to Communication.

   • Click on the WhatsApp icon to open the Smart Window that displays all ongoing WhatsApp chats.

3. Select the Conversation You Want to Close

   • From the list, click on the specific chat you want to mark as complete.

   • The chat window will open on your screen.

4. Mark as Complete

   • On the top-right corner of the chat window, click the three-dot menu (⋮).

   • Select Mark as Complete from the dropdown options.

Once you confirm, the conversation will be marked as completed in the CRM.

💡 Tip: If a workflow is configured to trigger on conversation completion, it will execute immediately after this action.

Method 2: From Lead, Contact, or Deal Page

Alternatively, you can mark the conversation complete directly from the record it’s linked to.

1. Go to the Lead, Contact, or Deal record where the WhatsApp chat is active.

2. On the right-hand panel, scroll to the Productivity Tools section.

3. Click on the WhatsApp icon — this opens the WhatsApp conversation view associated with that record.

4. Once the chat opens, click the three-dot menu (⋮) on the top-right corner.

5. Choose Mark as Complete.

Your conversation will be closed, and the chat status will update as Completed within the CRM.

 How It Works

Here’s what happens when you mark a conversation as complete:

• The conversation thread is moved from Active to Completed status.

• It becomes read-only (no new messages can be sent from that thread).

• Any workflows configured to trigger on “Conversation Completed” events will be executed.

• Team members can easily distinguish ongoing vs. completed chats for better tracking.

 Use Cases

Use Case	Description
End of Customer Query	When a customer’s question or issue has been resolved, mark the chat complete.
Lead Qualification Finished	Once a lead has been qualified or handed over to another team, close the conversation.
Bot Conversation Ended	After a chatbot completes its interaction and no further action is required.
Workflow Triggering	Trigger follow-up workflows like “Send Feedback Form” or “Update Lead Stage”.
Clean Communication Dashboard	Keep your WhatsApp communication panel organized by clearing inactive chats.

 Benefits

Benefit	Description
Organized Communication	Avoid clutter in your WhatsApp dashboard by closing completed chats.
Workflow Automation	Automatically trigger workflows or updates once a chat is marked complete.
Improved Tracking	Helps identify which leads or conversations are active vs completed.
Better Team Collaboration	Allows team members to see conversation status clearly before following up.
Time Efficiency	Saves time by closing old chats and focusing only on active ones.
Data Accuracy	Ensures that CRM reflects the correct communication lifecycle for every lead or deal.

Conclusion

The Mark as Complete feature for WhatsApp conversations in Kylas CRM ensures cleaner communication management and better control over your sales and support workflows.

By closing completed chats, you keep your WhatsApp workspace organized, make reporting more accurate, and enable automated follow-up actions seamlessly.

Whether through the WhatsApp Smart Window or directly from a Lead, Contact, or Deal, this simple action keeps your team focused on what matters most — active conversations and conversions.