Resolve inactive conversations automatically

Set the workspace default

1. Go to Settings > Conversation Workflows.
2. Switch Auto-resolve conversations on or off. The switch saves right away.
3. Under Inactivity duration, enter how many Days a conversation may stay inactive before it is resolved, at least 1.
4. Optional: under Custom auto-resolution message, write what the customer gets once the conversation is resolved automatically. Leave it empty to send nothing.
5. Choose whether to Skip conversations waiting for agent's reply. This switch also saves right away. It shows even while auto resolve is off, since an inbox that switches auto resolve on still uses it.
6. Click Save Changes to save the days and the message.

The page needs the permission Manage account settings, which administrators always have.

Which conversations it resolves

• Once an hour, Deskwoot looks for open and pending conversations whose last activity is older than the number of days you set, and resolves them.
• Snoozed conversations are left alone. They come back on their own when the snooze ends.
• With Skip conversations waiting for agent's reply on, a conversation stays open while the customer's last message has no answer yet, or while the customer waits for an agent after a handover.
• A conversation that gets new activity while the check runs stays open.
• Conversations you imported from another tool are left alone until a new message arrives in Deskwoot.

What happens when a conversation is resolved automatically

The same as when someone clicks Resolve: the customer gets the satisfaction survey if the inbox sends one, webhooks hear about the resolved conversation, and automation rules for resolved conversations run.

If you wrote a message, Deskwoot sends it to the customer on the conversation's channel right after the resolve. Group chats, for example a Telegram group, get no message, but the conversation is still resolved.

Different rules for one inbox

1. Go to Settings > Inboxes and click Configure next to the inbox.
2. Stay on the General tab and find Auto-resolve inactive conversations. The card says what the workspace does now, for example "Workspace default: on, after 7 days without activity."
3. Set only what should differ:
   • Enable auto-resolve for this inbox: Inherit workspace default, On or Off.
   • Days of inactivity before auto-resolve: a number of days, or empty to use the workspace default.
   • Skip when the customer is waiting for an agent reply: Inherit workspace default, Yes or No.
   • Message sent to the customer on auto-resolve: its own text, or empty to use the workspace's.
4. Click Save auto-resolve settings.

A field left on the workspace default follows every later change on Conversation Workflows. A field you set stays as you set it. Changing these fields needs Manage inboxes.

See which inboxes have their own rules

On Settings > Conversation Workflows, the list Inboxes with their own rules shows every inbox that sets at least one of these fields, with what it does, for example "After 3 days without activity", "Off", "own message" or "own rule for waiting conversations". Click an inbox name to open its General tab. The list only shows when at least one inbox has its own rules.

Frequently asked questions

Is auto resolve on by default?

Yes. A new workspace resolves conversations after 7 days without activity, on every plan. Switch it off or change the days in Settings > Conversation Workflows.

How often does Deskwoot check?

Once an hour. A conversation that crossed the limit a few minutes ago is resolved at the next check.

Where did auto resolve in Account Settings go?

It moved to Settings > Conversation Workflows, which now is the only place for the workspace default. Your saved values moved with it. An inbox's own rules stay in its General tab.

Does auto resolve close snoozed conversations?

No. Only open and pending conversations are resolved. A snoozed conversation comes back when its snooze ends.

Does the customer get a survey?

If the inbox sends satisfaction surveys, yes, the same survey as after a resolve by hand. See CSAT surveys.

Can I keep conversations open that wait for my team?

Yes. Switch on Skip conversations waiting for agent's reply. Conversations whose last customer message has no answer yet stay open, however long they wait.

Why did a group chat get no auto resolve message?

Deskwoot never sends the automatic message into a group chat, so the whole group does not get it. The conversation is resolved all the same.

Who can change these settings?

The workspace default needs Manage account settings, an inbox's own rules need Manage inboxes. Administrators can change both.