Inbox & Conversations
Resolving and Reopening Conversations
Mark conversations resolved when done - they reopen automatically if the customer replies again.
Resolving a conversation marks it as done. It moves out of the Open list and into Resolved. If the customer writes again, it comes back on its own.
Resolve a conversation
Click the Resolve button in the top right of the conversation. You’ll see a toast confirming it was resolved.
The conversation status changes from open to resolved. The contact receives a transcript email if you have that setting on.
Reopen a conversation
If a resolved conversation needs more work, click the Reopen button (it appears in the top bar when the conversation is resolved in place of the Resolve button).
You can also type a reply from the composer - sending a message on a resolved conversation reopens it automatically.
Auto-reopen on customer reply
When a customer sends a new message to a resolved conversation, Convot reopens it to open automatically and clears the resolved timestamp. This ensures the conversation appears in your Open queue and gets attention without anyone having to manually reopen it.
The same applies to pending conversations: when a customer replies to a Pending conversation, it flips back to Open and cancels any pending follow-up sequence.
Activity messages (like “Conversation resolved by Agent X”) are system log rows - they do NOT trigger the auto-reopen. Only real messages from a human or the customer do.
Conversation statuses
| Status | Meaning |
|---|---|
| Open | Needs attention. Shows in the default queue. |
| Pending | Waiting on the customer. See Pending status and reminders. |
| Resolved | Done. Auto-reopens on customer reply. |
Bulk resolving
You can resolve conversations in bulk by using saved views to filter down to a set, then resolving each one. There is no multi-select bulk resolve at this time.
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