Chats
Resolve a chat
End a chat once the customer is helped, and see how they rated it.
Resolve a chat when the customer has what they need. It moves to Resolved, and the customer can rate it.
Workspace → Chat
- Open the chat. It has to be yours, so take it over or pick it up first.
- Click Resolve at the top of the chat.
- Confirm the message Resolve this conversation? It cannot be reopened; a new message from the customer starts a new chat.
- The chat moves to the Resolved tab. Its header says Resolved by and your name.
A resolved chat cannot be reopened. If the customer writes again, a new chat starts.
What the customer sees
The widget shows Conversation ended and a Start a new conversation button. If your inbox asks for feedback, the customer first rates the chat: Satisfied or Not satisfied, with an optional comment, or Skip.
Good to know
- Chats also end without you. The AI can resolve them, the customer can click End conversation, or a quiet chat is resolved by Auto-resolve (Inboxes → your inbox → General). The header says how it ended, for example Ended by the customer.
- To ask for ratings, an owner or supervisor turns on Ask for feedback when a chat ends under Inboxes → your inbox → Widget → CSAT (Ask customers to rate a chat).
- A rating shows in the chat, for example Customer was satisfied with this chat. On Resolved, filter by Rating to find them.
- A customer who comes back more than a day later is not asked about the old chat.
- Ratings add up under Satisfaction in Analytics.