Resolve and reopen a conversation

When a query is handled, resolve the conversation to clear it from your pending work. The history is never lost.

Before you start

You need

• The conversation assigned to you. If you’re a team lead or an admin and someone else is handling it, assign it to yourself first from the header.

Steps

1. Open the conversation and choose “Resolve”. The button appears at the top right only when the conversation is assigned to you. Its status changes to Closed and it leaves your open list.

2. To pick it up again, choose “Reopen”. On a closed conversation, the same spot shows Reopen: it comes back active with its full history.

It reopens on its own

If the customer writes again, you don’t have to do anything: the thread reopens by itself, with its complete history, and shows up in the Inbox again. The same customer always stays in the same thread for that channel.

Result

Note

Your Inbox reflects only what’s alive. Sales have their own outcomes (Won, Lost) driven by the quote flow; Resolve is for marking the conversation as handled.

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