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Resolving Conversations & Closing Remarks

Summary​

When a customer inquiry is answered, a technical support ticket is fixed, or a sales negotiation is concluded, marking the conversation as Solved is critical for keeping your team's inbox organized.

Wabixo allows teams to require Closing Remarks before a conversation can be marked solved. These remarks create a permanent resolution audit trail in the customer's profile, ensuring seamless continuity if the customer contacts your business again in the future.

1. The Conversation Resolution Workflow​

Resolution Lifecycle at a Glance:

  1. Agent Clicks 'Solved': Initiates resolution from the chat header.
  2. Policy Evaluation: If Require Closing Remark is enabled in Settings, the Closing Remark modal appears; otherwise, the chat resolves immediately.
  3. Closing Remark Submission: The agent enters resolution details and confirms.
  4. Automated Closure Template: If resolving an expired pending chat, an automated expire_chat template is dispatched in the background.
  5. Archive & Audit Trail: The chat moves to the Solved queue, and the remark is permanently logged in the customer's profile history.
  6. Automatic Re-Opening: If the customer messages again anytime, the conversation automatically re-opens to the Open queue with preserved history.

2. Step-by-Step Resolution Process​

  1. Open the active conversation thread in the Team Inbox.
  2. In the top-right header action bar, click the Solved status button.
  3. If your organization enforces mandatory closing remarks, the Closing Remark Dialog opens:
+-------------------------------------------------------------+
| Closing Remark                                          [X] |
| Please add a remark before marking this chat as solved.     |
+-------------------------------------------------------------+
| [ Enter resolution details...                             ] |
| [ Client confirmed payment receipt for invoice #INV-402.  ] |
| [ Whitelisted IP address for API access.                  ] |
+-------------------------------------------------------------+
|                                  [ Cancel ]  [ Mark Solved ]|
+-------------------------------------------------------------+
  1. Type a concise summary of the resolution in the textarea:
    • Support Example: "Resolved billing discrepancy by issuing ₹450 credit note. Customer satisfied."
    • Sales Example: "Quoted 20-seat annual plan. Scheduled product demonstration for Thursday at 3 PM."
    • General Inquiry Example: "Shared store operating hours and catalog PDF. Inquiry answered."
  2. The Mark Solved button enables as soon as resolution details are entered.
  3. Click Mark Solved. The conversation immediately moves out of your active queue and into the Solved tab.

3. Enforcing Mandatory Closing Remarks​

Organizations can ensure zero knowledge loss across shifts by making closing remarks mandatory for all agents:

  • Where to configure: Settings → Chat Configuration (/settings/chat-configuration).
  • Setting Name: Require Closing Remark toggle.
  • How it works:
    • When Enabled: Agents cannot mark any conversation as Solved without entering a written explanation. The Mark Solved button remains disabled until text is typed.
    • When Disabled: Clicking Solved immediately resolves the conversation without prompting for text.

4. Closing Remarks Audit Trail in the Right Drawer​

Whenever an agent marks a conversation solved with a remark, Wabixo permanently stores the record in the Right-Hand Context Drawer under Closing Remarks History:

+-------------------------------------------------------------+
| [v] CLOSING REMARKS (3)                                     |
+-------------------------------------------------------------+
| [ Latest ]                                                  |
| "Client confirmed payment receipt for invoice #INV-402."    |
| ★★★★★ (5 Stars)                                             |
| Resolved by: Priya Mehta · Oct 14, 2:30 PM                  |
+-------------------------------------------------------------+
| "Troubleshot webhook delivery failure. Endpoint restored."  |
| ★★★★☆ (4 Stars)                                             |
| Resolved by: Rahul Sharma · Sep 28, 11:15 AM                |
+-------------------------------------------------------------+

What Each History Entry Displays:​

  • Latest Badge: Distinctively highlights the most recent resolution.
  • Resolution Summary: The verbatim remark entered by the resolving agent.
  • Customer Satisfaction (CSAT) Stars (★): 1 to 5 star rating recorded upon resolution or returned by customer feedback surveys.
  • Agent Attribution: The full name of the teammate who handled and solved the inquiry.
  • Timestamp: The exact date and time the ticket was resolved.

5. Expired Pending Auto-Closure Templates​

When an agent resolves a conversation that was in Pending status with an expired 24-hour service window:

  • Wabixo automatically queries Settings → Default Actions for the configured expire_chat_template.
  • The system transmits this pre-approved closure template to the customer over WhatsApp in the background.
  • This guarantees the customer receives formal confirmation that their request has been closed, even if the free-form messaging session had timed out.

6. Automatic Conversation Re-Opening​

Customer issues frequently resume after being marked resolved. Wabixo handles this smoothly without requiring duplicate tickets:

  • Customer Reply Trigger: If a customer sends a new inbound message to a previously Solved conversation, Wabixo automatically re-opens the thread.
  • Queue Destination: The conversation moves back into the Open (or Unread) queue so team members are alerted immediately.
  • Context Preservation: All prior messages, media attachments, custom attributes, tags, internal stream notes, and historical closing remarks remain fully accessible to the responding agent.

7. Customer Troubleshooting & FAQs​

Problem: The "Mark Solved" button is greyed out and cannot be clicked​

  • Why it happens: Your administrator has enabled mandatory closing remarks, and the resolution text box is currently empty or contains only spaces.
  • How to resolve: Enter a short sentence explaining how the customer was assisted (e.g. "Shared brochure and pricing details"). The button will activate immediately.

Problem: How do I find a previously solved conversation?​

  • How to resolve:
    1. In the left sidebar of the Team Inbox, click the Solved status tab.
    2. Use the search bar to locate the customer by their phone number or name.
    3. You can review the complete chat transcript and all past closing remarks in the right panel.

Problem: Can an agent manually re-open a solved conversation?​

  • Yes. Open the solved conversation and click the Open status badge in the chat header. The conversation will immediately return to the active Open queue.