AI Auto Resolve

This feature lets conversations handled by AI resolve themselves automatically after a set time, without an agent having to step in. It's great for keeping your dashboard tidy and making sure your resolution metrics are accurate.

1. Turning on AI Auto Resolve

   • Go to Settings → AI Auto Resolve.

   • Turn on the AI Auto Resolve toggle at the top.

   • Once it's on, conversations answered by AI resolve automatically after the time you set.

2. Setting the auto-resolve duration

   • Fill in Auto-Resolve Duration (in minutes) to set how long to wait before a conversation is resolved.

   • The minimum is 5 minutes and the maximum is 4,320 minutes (3 days).

   • For example: if you set it to 30 minutes, and there's no further activity for 30 minutes after the AI's last reply, the system closes the conversation automatically.

3. How AI Auto Resolve shows up in analytics

   • Auto-resolved conversations appear in the Session Resolution Rate on the analytics page.

   • You can compare:

     • Sessions resolved by AI

     • Sessions resolved manually by a human agent

   • The pie chart helps you see how effective your AI is at closing conversations on its own.

4. Good to know

   • Auto resolve only applies to conversations handled by AI, not ones answered by a person.

   • If the customer replies before the auto-resolve time is reached, the timer resets.