To improve your team’s productivity, you can auto-resolve (close) conversations with customers who have stopped interacting. You can set the time for auto-resolving conversations. 

This will help your team to organize their Inbox better and focus on conversations that require their attention.

  • To start, navigate to Admin Settings > Channels > Chat Settings > Conversation Auto-resolve > Toggle the option to Enabled

  • You can enable auto-resolve for all the conversations or conversations assigned to specific groups. Learn more about Agent groups here

  • Set the time limit for customers to respond, beyond which the conversation will be automatically resolved
    • For example, you can set the conversations to be resolved if the customer hasn't responded in 20 minutes.

  • You can also label auto-resolved messages to identify them later easily or convert these conversations into Freshdesk tickets

  • If a customer doesn't reply to a conversation for more than 15 minutes, the conversation will be auto-resolved (closed) and moved to the Resolved view

Some important pointers

  • Which will take precedence Auto resolve or Away Experience?
    The Away (Offline) Experience is built to handle conversations outside your business hours. When a user initiates a conversation during business hours, auto-resolve takes precedence over the away experience.

  • Can we disable auto-resolve for a particular conversation?
    Go to the conversation and click on the Resolve button (✔) in the top right corner. You can select the Disable auto-resolve option from this drop-down.

  • How to assign different labels for conversations handled by different groups that have auto-resolve enabled?
    Currently, we don't have this functionality, but it should be available soon.
  • What minimum time limit do you need to set to auto-resolve conversations?
    You need to set a time limit of a minimum of 5 minutes.

  • How does auto-resolve work with IntelliAssign?
    In IntelliAssignyou can configure auto-resolve to resolve a conversation automatically when it becomes inactive. You can enable this under IntelliAssign Settings.

  • Should I use Advanced Automation or Auto Resolve to auto-resolve chats?
    The auto-resolve feature is designed to assist you when a customer fails to respond within a specified period after an agent has sent a message. On the other hand, the Advanced Automation app offers a more comprehensive solution to auto-resolve chats across various scenarios. For instance, if a chat is initiated outside your business hours, you can configure an automation to resolve such chats automatically. Similarly, if a customer sends a message but all agents are occupied, you can send an automated message to notify the busy agents and then close the chat or create a ticket.

  • Why do some of the chats not auto-resolve?
    The auto-resolve feature may not work if the chat was not assigned to a Group, and even if the group was assigned, the last message from the agent must have been sent. If the agent sent the last message before the group assignment, then it would not work.

  • Why was the Freshdesk ticket not created after the chat was auto-resolved?
    Freshdesk ticket creation failures on auto-resolve can be due to validation errors, as mandatory fields might be missed during ticket creation. For example, while creating a ticket, you might have set a mandatory field, such as group name or agent name; the ticket will fail if the chat doesn't have that information.

    You can view the ticket fields by navigating to your FreshChat account Admin settings > Tasks and Tickets > View the fields > Modify > Save