We would love a way for our customers to close messages on their own.
Case in point: A customer starts a message in our software, requests a human and then decides to call in. The current chat remains open while our reps are trying to ask are you still there and waiting for the customer to respond. This takes up a spot in the reps limit and makes busy work.
There is no reason a customer can’t close a chat, that I can see.
Our customers are messaging us to let them close the chat as a feature request, so we’re passing it on to Fin. 😉