Prompt agents to enter resolution information

If you want to learn more about the outcomes of the conversations on your team, you can require agents to select reasons or topics when they resolve conversations.

Turn on resolve reasons

Require agents to select a reason when they resolve a conversation. Resolve reasons give you insights such as the number of conversations abandoned by customers, successfully resolved, or considered spam.

1. Go to Inbox 2.0, select Admin settings.
2. Expand Agent workspace, and then select Resolve reasons.
3. Turn on the requirement to select a reason when resolving a conversation.
4. Select the reasons you want to use, and then choose the channels and conversation types to apply them to. For example, you might want to turn this feature on for WhatsApp and Twitter private messages but not for Twitter public posts.
5. Follow the steps to finish creating your resolve reasons.

When resolving conversations, agents see a list of reasons to choose from.

Turn on resolve topics

Require agents to select one or more topics when they resolve a conversation. Topics help with categorization.

1. In Inbox 2.0, select Admin settings.
2. Expand Agent workspace, and then select Resolve topics.
3. Turn on the requirement to select a topic when resolving a conversation.
4. Choose the channels and conversation types to apply the setting to. For example, you might want to turn this feature on for WhatsApp and Twitter private messages but not for Twitter public posts.
5. Follow the steps to finish creating your resolve topics. When resolving conversations, agents see a message requiring them to select at least one topic.

Apply resolve reasons to automations

If you’re using automations to resolve conversations, you can also choose whether to include resolve reasons for those. Learn how to resolve a conversation automatically.

Apply resolve reasons to auto-resolve settings

You can require resolve reasons when auto-resolving conversations in the queue, both globally and by channel.

• Apply resolve reasons globally - Go to Admin settings, expand Queue, select Preferences, and make your selections under Auto-resolve conversations.
• Apply resolve reasons for an individual channel - Go to Admin settings, expand Channels and business hours, select Channels, and then select Edit next to the channel you want to configure.