Live Chat settings

Manage → Live Chat Settings is where you turn on Auto-resolve Chat. With it on, any chat left intervened is resolved on its own after 24 hours without activity.

Why it matters

When someone on your team clicks Intervene, the chat belongs to them. Other agents stop seeing that customer's new messages, and the chatbot stops replying. That is what you want while they are helping the customer.

The trouble starts when they forget to click Resolve. The chat stays theirs. If the customer writes again the next week, the message goes to someone who has moved on, or who has left the team. Nobody else sees it, and the chatbot does not answer either.

flowchart TD
    I["Agent intervenes"] --> F{"Agent clicks Resolve?"}
    F -->|Yes| OK["Chat back to the bot. Everyone sees new messages."]
    F -->|"No, forgets"| S{"Auto-resolve on?"}
    S -->|No| LOST["Chat stays with that agent. New messages go unseen by others."]
    S -->|Yes| AUTO["Resolved after 24 hours of inactivity. Everyone sees new messages."]

Auto-resolve catches the ones people forget.

Turn it on

1. Go to Manage → Live Chat Settings.
2. Turn on Auto-resolve Chat.

From then on, every intervened chat with no activity for 24 hours is resolved automatically. When that customer writes again, the chat appears for every agent.

When to use it

Turn it on. There is almost no reason to leave it off.

The only case for keeping it off is a team that handles long, slow conversations with one person all the way through, such as a custom order that takes days of back and forth. Even then, reassigning the chat when needed is easier than finding lost ones. See Assign and transfer chats.

It matters most when:

• Several people share Live Chat. One person's forgotten chat is invisible to everyone else.
• People leave the team. Their open chats would otherwise be stuck with an account nobody uses.
• You use a chatbot. A forgotten intervention keeps the bot switched off for that customer.

Auto-resolve is a safety net, not a habit. Clicking Resolve when a conversation is done is still better, because it hands the customer back to the chatbot at once rather than a day later.

Other settings on this page

The same page also holds two automations:

• Welcome and off-hours messages. See Welcome and off-hours replies.
• Birthday messages. See Birthday messages.