Assign & Resolve

Assigning a Conversation

Assign conversations to specific team members to route customer queries to the right person.

1. Open a conversation
2. Click the Assign button in the conversation header (top right)
3. Select a team member from the dropdown
4. The conversation is now assigned and the agent is notified

When a conversation is assigned to a human agent, the AI chatbot automatically pauses and does not send automated replies — the human takes over.

Unassigning

To unassign, click the assignee’s name and select Unassign. This hands the conversation back to automated handling.

Resolving a Conversation

Mark a conversation as resolved when the customer query is complete.

1. Click Resolve (✓) in the conversation header
2. The conversation moves to the Resolved tab
3. If the customer replies again, the conversation automatically reopens as Open

Auto-Resolve

Configure conversations to auto-resolve after inactivity:

1. Go to Settings → Live Chat
2. Enable Auto-Resolve
3. Set the inactivity period (e.g. 24 hours, 48 hours)

Conversations that have no new messages for the configured period will automatically be resolved.

Off-Hours Handling

You can configure what happens when customers message outside your working hours:

1. Go to Settings → Live Chat
2. Set Working Hours (Mon–Sat, 9AM–6PM, etc.)
3. Set an Off-Hours Message (e.g. “We’re closed right now. We’ll reply tomorrow morning.”)
4. Toggle Auto-Resolve outside working hours if needed

Welcome Message

Send a welcome message automatically when a new conversation starts:

1. Go to Settings → Live Chat
2. Enable Welcome Message
3. Write your welcome text
4. Save

The welcome message is sent once per new contact when they first message you.