Trigger: Conversation Resolved

What it is

Fires when a conversation is marked "Resolved" — an intermediate state between handled and closed, typically used when the customer's issue is fixed but the conversation stays visible for a while before closing.

When to use it

• Send the CSAT survey as soon as the case is resolved, without waiting for the close.
• Measure a team's performance by resolution count.
• Log the resolution to an external ticketing system.

Requirements

• Workflows enabled.
• At least one channel with active conversations.

Available variables

• $conversation.id, status, channel_id/type/name, assignee, assignee_team
• $contact.*
• $conversation.resolved_timestamp
• $conversation.resolved_by — who resolved it
• $conversation.resolved_by_source — agent, API, or another workflow

Configuration (filters)

• Source: agent, API, another workflow.
• Channel type.
• Team that resolved it.

How to set it up

1. Open Workflows → create a new workflow.
2. Open the "Conversations" category.
3. Drag "Conversation marked resolved" onto the canvas.
4. (Optional) Filter by team or channel.
5. Connect the action: CSAT survey, notification, follow-up task.
6. Save and activate the workflow.

Example

The Support team resolves a WhatsApp complaint. The workflow automatically fires a CSAT survey ("How would you rate our support?") and logs $conversation.resolved_by for the team report.

Tips

If your team uses "Resolved" as a step before closing, firing the survey here (instead of on "Conversation closed") gets better response rates since the conversation is still fresh for the customer.

Troubleshooting

If your team never uses the "Resolved" status and just closes directly, this trigger won't fire — use "Conversation closed" instead.