Resolve and reopen conversations
Mark a conversation resolved when it's done, reopen it if needed, and understand how Resolved differs from Closed.
When you've finished helping a customer, mark the conversation resolved. It tells your team the conversation is done and moves it out of the Unresolved view.
Note: Owners, Admins, Supervisors and Agents can resolve and reopen conversations. Other roles see the status but not the button.
Mark a conversation resolved
- Go to Inbox and open the conversation.
- In the header, click Mark resolved (the tick icon).
You'll see "Marked resolved." The status badge in the header changes to Resolved, the list row shows Resolved, and a line in the thread records who marked it resolved and when. Under Conversation in the customer panel, the status reads, for example, "Priya marked this resolved on 10 Oct 2026, 14:05."
When the customer writes again
You don't need to do anything. A new message from the customer automatically makes a resolved conversation count as open again: it leaves the Resolved view and returns to Unresolved. The customer panel says the conversation was marked resolved and the customer has written since: "nothing to undo, just answer them."
Reopen a conversation
If a conversation was marked resolved by mistake, or you need to follow up:
- Open the resolved conversation.
- In the header, click Reopen (the circular-arrow icon).
You'll see "Reopened." A line in the thread records who reopened it. You can mark it resolved again later.
Resolved and Closed are different
| Resolved | Closed | |
|---|---|---|
| Who does it | A person, with Mark resolved | The system, automatically |
| When | Whenever your team decides the conversation is done | When 24 hours pass with no new message from the customer |
| Shown as | Resolved | Closed in the header; Closed (inactive) in the list |
| What happens next | A new message from the customer counts it as open again | A new message from the customer starts a new conversation |
| View | Resolved | Closed |
A closed conversation stays readable. When the customer starts a new conversation, the earlier ones are listed under Earlier conversations in the customer panel, so you can open any of them. See The customer panel.
Closing has nothing to do with whether the conversation was answered. It only means the customer went quiet. To keep track of what's actually finished, use Mark resolved.
Related
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