Why resolve exists
In a shared inbox every conversation you have ever had sits in one list forever, and nobody can tell which still need somebody. Resolve splits that into Open — somebody still has to do something — and Resolved.
The customer sees nothing. It is not blocking, archiving or deleting, and their next reply reopens it automatically.
Resolve one
It is resolved for the whole team, not just for you — that is the point. Two people pressing it at the same moment resolves it once.
- Open the conversation.
- Choose Resolve at the top.
- It moves out of Open and shows a green marker.
What brings it back
A conversation that stayed filed under Resolved after the customer answered would be one nobody is looking at, which is the failure the Open list exists to prevent.
- The customer replies. It reopens by itself, immediately.
- Somebody chooses Reopen.
Using it as a trigger
Resolving is a moment, and moments are what automations start from. A flow can send a survey or a follow-up when a conversation is finished with, so the ask arrives while the visit is still fresh.