Prompt agents to enter resolution information

  • Sep 3, 2026
  • Knowledge

Procedure Steps

  Article updated: June 22, 2026

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. Resolve reasons give you insights such as the number of conversations abandoned by customers, successfully resolved, or considered spam.

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Turn on resolve reasons

When you turn on resolve reasons, agents are required to select a reason when they resolve a conversation. You can create your own set of resolve reasons so you can get better insights into how agents are resolving conversations with your customers.

Social OSClassic
  1. Go to Nest, select Settings, and then select Admin settings.
  2. Expand Agent workspace, and then select Resolve reasons.
  3. Turn on the Enable resolve reasons option.
  4. Select Add reason.
  5. Enter the text for your resolve reason, and then select Create.
  6. Find the reason in the list, and turn on the Enable option to ensure it is available to your agents.
    The list of resolve reasons, with the Enable option highlighted next to a reason.
  7. Add more resolve reasons as required.
  8. Once you have selected the reasons you want to use, select the Channels tab and choose the channels and conversation types to apply them to. For example, you might want to turn this feature on for WhatsApp and X private messages but not for X public posts.
  9. Select Save to confirm your changes.

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

The Resolve with Reason box that agents see when resolving conversations, offering a list of preselectied resolve reasons.

View and edit resolve reasons

View, edit, and delete existing resolve reasons.

Social OSClassic
  1. Go to Nest, select Settings, and then select Admin settings.
  2. Expand Agent workspace, and then select Resolve reasons.
  3. Point to the actions area next to a reason in the List of resolve reasons, and select Edit or Delete .

Turn on resolve topics

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

Social OSClassic
  1. In Nest, select Settings, and then 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 X private messages but not for X 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.
Note: Channel configurations always override global configurations.

  Learn more

 

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Prompt agents to enter resolution information
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Manage queues & conversations
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