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Resolving a conversation closes it out — removes it from the open list, stops the SLA timer, and optionally triggers a CSAT survey.

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Resolve a single conversation

Press e or click Resolve in the conversation header. You can add an optional resolution type:
  • Resolved — the normal case
  • No action needed — spam, mis-directed, nothing to do
  • Duplicate — same as another conversation
  • Spam — filter and never show again

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Bulk resolve

Select conversations in the list, then Resolve in the bulk bar. Useful after triage.

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Reopen

A resolved conversation reopens automatically when the contact sends a new message. You can also reopen manually:
  • Open the conversation (use the Resolved filter or search) and press r.
  • Or click Reopen in the header.

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CSAT (customer satisfaction)

When satisfaction surveys are on, Keloa asks the contact to rate the conversation after it’s solved, with five faces from Very unhappy to Very happy. The answer appears on the conversation and in CSAT analytics. An owner or admin sets this up in Settings → Customer satisfaction: which channels get a survey (Website chat, Email, Messenger & Instagram, Telegram, Slack), how long after solving it goes out, how often the same contact can be asked, and the question. WhatsApp conversations aren’t surveyed. When you solve a conversation, the Send satisfaction survey box shows whether a survey goes out. Tick it to send one anyway, for example to a contact who was surveyed recently. A flow’s Resolve node can also send one every time (with Always send a satisfaction survey), as long as surveys are on for that channel. The survey speaks the customer’s language. On a website conversation that is the language of the visitor’s own chat messages, never of mail that the owner of an address they typed sent in. Without such messages the widget keeps the visitor’s browser language, and the survey email uses your workspace’s default language.
Don’t CSAT everything. Send it on human-resolved conversations, skip it for “no action needed” and spam.

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Resolution time

The clock starts when the first inbound message lands and stops when you resolve. Shown in Analytics → Response times, and broken down by channel, tag, and assignee.

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When to resolve

  • Customer confirmed the issue is sorted (“thanks, that worked!”).
  • You’ve given a final answer and there’s no expected follow-up.
  • The conversation is spam or misrouted.

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When not to resolve

  • You’re waiting on the customer. Use the tag waiting-on-customer instead, and keep it open.
  • The AI promised a follow-up that hasn’t happened. Let the flow auto-follow-up, then resolve.