Solve or reopen a conversation

Solve

1. Select the conversation;
2. click Resolve in its header;
3. check that his condition becomes Resolved.

Reopen

Open a resolved conversation and click Open. She returns In progress.

If a new message arrives on a resolute conversation while you are viewing it, the interface also puts it back in active status.

Organization, no response

The state helps to classify conversations. He does not send any message to the visitor.

Use a common criterion in the team: for example, mark Resolved only when no follow-up action is still expected. The reopening allows us to find the exchanges that require attention again, without creating a second conversation.