"End Messaging" button

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

Agents or customers should have the ability to stop a messaging conversation, like chat has. Competitors have this funcitonality. The ticket could remain open via email, but customers, if engage in the widget, they go through the bot again. 

What problem do you see this solving? (1-2 sentences) 

Agents get overwhelmed with messaging conversations that reopen and sometimes need to leave the ticket in a non-solved status while assisting other conversations. Sometimes, email follow up is necessary but allowing the customer to come back (and not notify the agent) in messaging is not beneficial, and may have to do with an entirely different topic. 

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

This problem happens all of the time, especially during SEVs or Problem tickets (high volume). Agent takes the ticket, tells customer that there is an issue going on, links the incident to the problem ticket. Customers keep coming back to the Agent asking for updates via messaging. Agent is still assiting new customers during this high volume, which leads to potential for 100s of concurrent conversations happening. Omni-channel routing's inactive conversations feature would not solve this scenario, either. Reopening tickets only works based on status, where the agent would still be online. 

That is the ugliest version of this issue, but the truth is that this happens during non-busy times as well with issues that can't be solved in one session and will require internal help, escalations, etc.,
 

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

Yes, we are working around this by creating a copy of the messaging ticket, closing the messaging ticket, then following up on the clone of the ticket. The problem is, the customer now has 2 tickets addressing the same issue, and it inflates our data. 

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

There would be a button that agents can press to “end” the messaging conversation, but still allow emails and internal notes to be added ot the conversation. The Messaging Widget would say “conversation ended” or something, and then bring the user back to the start of the bot.