Conversation workflow

The Conversation Workflow page sets how conversations end in your workspace. It has two settings: resolving conversations that have gone quiet, and attributes an agent must fill in before resolving, such as "Reason for contact" or "Outcome". Your list stays tidy, and your reports rest on complete information.

Before you start

• The page is for administrators only.
• Each setting appears if your plan includes it. Required attributes are part of the "Automatic replies and automation" package; without it the card shows Upgrade to use required attributes.

Open the page

1. In the inbox, open Settings, then Conversation Workflow.
2. The Conversation Workflows page shows the Auto-resolve conversations card (1) and the Attributes required on resolution card (2).

Resolve idle conversations automatically

1. Turn on the switch next to Auto-resolve conversations.
2. Under Inactivity duration, enter the time and its unit, from 10 minutes to 999 days.
3. Under Custom auto-resolution message, write what the customer receives when the conversation closes, such as "We've closed this chat as we didn't hear back. Message us any time."
4. Under Preferences:
   • Turn on Skip conversations waiting for agent’s reply, so a customer still waiting for you is never closed on.
   • Under Add label after auto-resolution, pick a label if you want to spot these conversations in reports.
5. Select Save Changes.

Note: WhatsApp only delivers free-form messages within 24 hours of the customer's last message, so the closing message may not arrive if the duration is longer than that. See WhatsApp templates.

Ask for details before resolving

The attributes here are custom attributes that apply to conversations, so create them first.

1. On the Attributes required on resolution card, select Add Attributes.
2. Search for the attribute and pick it. It is saved straight away and shown on the card.
3. Repeat for each attribute. To remove one, use the delete button beside it.

What agents see when resolving

When an agent selects Resolve and some of these attributes are empty, a Resolve conversation dialog opens: "Please fill in the following custom attributes before resolving this conversation" (1). They fill in the values and select Resolve conversation (2). If the attributes are already filled in, the conversation resolves straight away.