Resolve conversations in bulk

In Inbox , 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 for managing a new queue. There are two options for resolving multiple conversations: manually selecting and resolving multiple conversations, and using the bulk resolve option to resolve conversations that meet specific criteria.

Option 1: Select and resolve multiple conversations

1. In the New or Pending queue, choose Select.
   
2. Select the conversations you want to resolve, and then select Resolve. When you are done, select X to close the selection widget.
   
   Note: You can also apply topics to multiple conversations (select the arrow next to Resolve, and then select Add topics).

Option 2: Resolve multiple conversations that meet specific criteria

To use this feature, you must have the custom social account permission Bulk resolve conversations. Learn how to set permissions (for admins).

1. In the New or Pending queue, select Filters to see specific conversations you want to resolve.
2. Select Queue actions, and then select 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. If resolve reasons are enabled, select an option from the list.
5. Select Resolve.

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