Resolved
View and manage resolved conversations.
A conversation is resolved when an agent (or Rian) marks it as closed. The customer can still reply; doing so reopens the conversation automatically.
Viewing resolved conversations
Click Resolved in the sidebar to see all closed conversations, sorted by most recent activity by default.
Reopen a conversation
Open any resolved conversation and click Reopen in the header. It moves back to Active and can be reassigned.
Resolve an escalation
When a conversation is in the Escalated state, the header shows a Resolve button with two options:
- Resolve: closes the conversation and leaves Rian off
- Resolve and re-enable agent: closes the conversation and turns Rian back on for future messages