Others

Resolve conversations

When you resolve a conversation, you mark it as finished.

This moves the conversation out of your "Open" list and to "Resolved" list. This helps with:

• Keep your inbox organized

• See which customers need help

• Track finished conversations

How to resolve conversations?

🅰️ Manually

1. Go to the conversation in your Inbox

2. Click Resolve in the chat

3. The conversation moves to Resolved

🅱️ Automatically

How automatic resolution works:

• Old conversations with no new messages get resolved

• Customers see your notice message explaining why

• They can send a new message to reopen the chat

How to set up automatic resolution:

1. Go to Settings

2. Go to Automation

3. Turn on Automatic resolution

4. Set up your preferences:

   • Auto resolve after: Pick how long to wait

   • Time unit: Pick minutes, hours, or days

   • Notice message: Message what customers will see

5. Click Save

💡 Best practices

For manual:

• Don't resolve if you're waiting for the customer to reply

• Ask "Anything else I can help with?" before resolving

For automatic:

• Busy stores: 2-4 hours

• Special support: 24 hours

• Always open stores: 4-8 hours

Notice message tips:

• Keep it friendly

• Tell customers they can restart easily

• Example: "This chat was closed due to no activity. Send a message to reopen it - we're here to help!"

Satisfaction survey

Satisfaction survey helps you gather feedback from customers after conversations are resolved.

Customers can rate their experience using stars or emojis, helping you understand how well your team handles support. You can:

• Track your team's support performance over time

• Identify which conversations need better handling

• Improve customer satisfaction with data-driven changes

• Show customers you care about their experience

How to set up satisfaction survey