Resolve your conversations automatically without having to archive them manually. The resolve action works like the handover but instead of moving a conversation into a handover state, it resolves it.
Conversation can be resolved with:
Reason (fixed): bot, agent
Resolution (free text): ‘ABC’, ‘spam’ etc
Note: Both the reason and resolution can be used for analytics purposes.
Automatic resolves
Instead of adding a resolve action inside a flow, you can also resolve all conversations that are older than a certain date or remove all data that was last updated before a certain date.
Note: To enable this feature within your project settings you'll have to upgrade to an enterprise plan.
You can read more about automatic resolves here.
Indicate a conversation is in need of human assistance. Optionally you can specify the bot should cease to reply to a user while in handover state.
Integrations
Builtin integrations like Khoros and Front require the handover action to let agents within those systems pick up conversations.
Hand back
Handing back a conversation to the bot is done within a customer service solution or the Flow Chat app.