Resolve and reopen a conversation

Resolve a conversation once the Contact’s request is handled. It moves to the inbox’s “Resolved” tab.

1. Open the conversation.
2. Click “Resolve” at the top.
3. To reopen it, find it in the “Resolved” tab and click “Reopen”.

Cases

Each Contact has one conversation per App. Each stretch from when it opens until it is resolved is a Case, and stats are counted per Case.

• When the Contact writes again, the conversation reopens with a new Case.
• When a member replies in a resolved conversation, or reopens it by hand, a new Case starts too.

Auto-resolve

A conversation resolves itself after the company’s delay, 7 days by default, when the last message came from a member. A conversation where the Contact is waiting for an answer never resolves itself.

Resolving does not close the Contact’s chat: the history stays and the Contact’s next message reopens the conversation.