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  Article updated: October 06, 2023

Resolve conversations in bulk

Audience: Inbox 2.0 agents

You can resolve multiple conversations in the New and Pending queues at once. This can be useful for clearing out a sudden influx of conversations, or when first getting started with your inbox.

You must have the permission Bulk resolve conversations to use this feature. See Assign Inbox 2.0 permissions.

  1. In the New or Pending queue of a channel, filter filters.png the queue to see the conversations you want to resolve.
  2. Select the three dots icon, and then choose Bulk resolve. All conversations matching the filter will be resolved, regardless of assignment.
  3. Under Resolve older than, enter a timeframe, such as older than 2 days.
  4. The timeframe is based on the newest message since it was resolved.
  5. If resolve reasons are enabled, select an option from the list.
  6. Select Resolve.

An audit trail shows who bulk resolved a conversation, when the action was performed, and the selected resolve reason.

 

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