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Resolving conversations

Resolving conversations

Resolution is how a conversation leaves your active queue. Resolving is an explicit, deliberate action — replying to a customer never resolves the conversation on its own.

How to resolve

  1. Open the conversation.

  2. Make sure the customer's question is answered. While you wait for the customer to confirm, Waiting on Customer is the appropriate pre-resolution status.

  3. Click Resolve at the top of the thread.

  4. The conversation moves to Resolved and leaves Inbox/Mine/Waiting.

The resolve action records who resolved the conversation and when. Resolved-by-human conversations appear in the Resolved view.

What resolving changes

  • The conversation leaves every actionable queue (Inbox, Mine, Waiting).

  • The thread becomes read-only for teammates — no new replies — until the customer replies, which reopens it.

  • Tags, CRM links, and the full history are preserved.

  • If the conversation was AI-handled, the resolution is recorded as human resolution, completing the AI's handoff.

Reopening

If the customer replies to a resolved conversation:

  • The conversation reopens automatically as Open.

  • A reopen system event is added to the thread.

  • If AI support is enabled, the new message goes through the normal pipeline (AI first, then handoff if needed).

  • The person(s) previously assigned are notified per your notification settings.

You can also manually reopen a resolved conversation from its action menu if you closed it by mistake.

Resolving vs. closing expectations

  • Waiting on Customer is not resolved — it means you are waiting on them. Resolve only when the issue is done from the customer's perspective, or when you intend to close the loop (for example, after sending final instructions).

  • If you expect a follow-up question, leave the conversation Waiting instead of resolving; the customer's reply keeps it in one continuous thread either way, but the queues stay accurate.

Resolution quality tips

  • Resolve promptly after the final reply so your queues reflect reality.

  • Use tags (for example resolved-by-docs) on conversations you resolved by pointing to an article — this feeds the coverage loop.

  • If the customer vanishes (no reply for days), decide deliberately: either leave it Waiting on Customer (they may return) or resolve it as closed-out.

AI-resolved conversations

Conversations the AI resolved without human involvement appear in AI Resolved with a "Resolved by AI" badge. These have the same reopening behavior: a customer reply reopens the conversation and routes it through the normal flow. Reviewing this queue occasionally is a good way to verify AI resolutions are genuinely complete.

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