AI Auto Resolve
AI Auto Resolve allows conversations handled by AI to be automatically marked as resolved after a defined period of inactivity.
This helps keep your inbox clean, reduces manual workload for agents, and ensures resolution metrics remain accurate and consistent.
Configure AI Auto Resolve
To configure AI Auto Resolve:
- Go to Settings → AI Auto Resolve
- Enable the AI Auto Resolve toggle
- Set the Auto-Resolve Duration (in minutes)
The auto-resolve duration defines how long the system waits before closing a conversation after the last AI interaction.
- Minimum: 5 minutes
- Maximum: 4320 minutes (72 hours / 3 days)
For example, if set to 30 minutes, the conversation will be automatically resolved if there is no further activity within that timeframe after the AI response.
- Click Save
Once enabled, conversations handled by AI will be automatically resolved after the configured duration.
Auto-resolved conversations are included in analytics and contribute to resolution metrics.
You can track performance through:
- Sessions resolved by AI
- Sessions resolved manually by human agents
This allows you to evaluate how effectively AI is handling and closing conversations, helping you optimize automation strategies.
AI Auto Resolve follows a controlled inactivity-based logic:
- Only applies to conversations handled by AI
- The timer starts after the last AI response
- If the user sends a new message, the timer will reset
- Conversations handled by human agents are not affected
This ensures conversations are only resolved when they are truly inactive.