SettingsOrganizationProfile
Auto Resolve
Configure automatic conversation resolution based on inactivity.
Auto Resolve automatically closes conversations that have been inactive for a specified number of days, helping keep your inbox organized.
What is Auto Resolve?
Auto Resolve is a feature that:
- Automatically marks conversations as "resolved" after a period of inactivity
- Helps maintain a clean, organized inbox
- Prevents old, inactive conversations from cluttering your workspace
Configuring Auto Resolve
- Go to Settings → Organization → Profile.
- Find the Auto Resolve section.
- Select your preferred duration from the dropdown:
- No AutoResolve: Conversations never auto-resolve
- 1 Day: Conversations auto-resolve after 1 day of inactivity
- 2 Days: Conversations auto-resolve after 2 days of inactivity
- 3 Days: Conversations auto-resolve after 3 days of inactivity
- 5 Days: Conversations auto-resolve after 5 days of inactivity
- Click Save to apply changes.
How Auto Resolve Works
- Inactivity Detection: The system tracks when the last message was sent in a conversation
- Timer: Once the selected number of days passes without activity, the conversation is automatically resolved
- Reopening: You can manually reopen resolved conversations if the customer contacts you again
Best Practices
- Choose Appropriate Duration: Select a duration that matches your business needs
- Shorter durations (1-2 days) for fast-paced support
- Longer durations (3-5 days) for businesses with longer response cycles
- Monitor Resolved Conversations: Periodically review resolved conversations to ensure nothing important was missed
- Customer Communication: Consider informing customers about your response times to set expectations