Auto-resolving conversations
Some conversations simply hang: the customer got an answer and disappeared. They clutter the list and distort your statistics.
Auto-resolve by the assistant
If you use the AI Agent, turn auto-resolve on in the assistant settings:
- Open AI Agent → Settings.
- Enable automatic resolution of inactive conversations.
- Pick the inactivity period: 15 minutes, 30 minutes, 1, 2, 4, 8, 12 or 24 hours.
- Write the resolution message the customer receives when it closes.
Conversations in the Pending status where the customer has been silent longer than the chosen period are the ones that close.
Auto-resolve with a rule
The same outcome can be achieved with an automation rule: a condition on last activity time and an action that sets the status to Resolved, optionally sending a message.
Which period to pick
- 1–4 hours for fast channels such as the website chat widget;
- 12–24 hours for messengers, where customers reply at their own pace;
- For email, auto-resolve is usually set far less aggressively — waiting several days is normal there.
Things to watch
- The closing message should invite the customer back: if they reply, the conversation reopens.
- Do not pick too short a period — closing mid-conversation annoys customers.
- A CSAT survey goes out on resolution if it is enabled on the inbox. Check that auto-resolve is not skewing your ratings.