Auto-resolve conversations

An open conversation becomes Resolved when the Contact does not answer for a chosen number of days after a member’s last message.

1. Open Company settings > General.
2. In “Auto-resolve”, pick between 1 and 90 days. The default is 7 days.
3. Save. The setting applies to every App of the company.

The rules

• The delay starts from a member’s last message. An internal note does not start it.
• A conversation where the Contact is waiting for an answer never resolves itself.
• If the Contact writes again, the conversation reopens with a new Case.
• The conversation shows “Resolved automatically after the inactivity delay”.

A new delay applies from the next member message in each conversation.