Resolve Conversations Automatically

Let’s dive into setting up this Automation on the Textline platform.

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<div class="recipe-numbering-wrapper"><div class="recipe-numbering">1</div><p class="step-text" id="step1">From the Automations window, click New Automation.</p></div>

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<div class="recipe-numbering-wrapper"><div class="recipe-numbering">2</div><p class="step-text" id="step2">Select Build From Scratch. </p></div>

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<div class="recipe-numbering-wrapper"><div class="recipe-numbering">3</div><p class="step-text" id="step3">Name your Automation. </p></div>

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<div class="recipe-numbering-wrapper"><div class="recipe-numbering">4</div><p class="step-text" id="step4">Select the Timer Automation Type from the drop-down menu.</p></div>

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<div class="recipe-numbering-wrapper"><div class="recipe-numbering">5</div><p class="step-text" id="step5">In the Timer Condition section, select waiting for a contact response for or waiting for an agent response for.</p></div>

<p style="padding-left: 32px">This will tell Textline if you want to auto-resolve a text thread after waiting for a contact’s reply or an agent’s reply.</p>

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<div class="recipe-numbering-wrapper"><div class="recipe-numbering">6</div><p class="step-text" id="step6">Specify how long the period of inactivity should be in the Timer Condition section.</p></div>

<p style="padding-left: 32px">You can choose to auto-resolve after a set number of minutes, hours, or days.</p>

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<div class="recipe-numbering-wrapper"><div class="recipe-numbering">7</div><p class="step-text" id="step7">Set any other Automation Conditions you’d like.</p></div>

<p style="padding-left: 32px">We recommend only triggering this Automation during your business hours and when agents are available. That way, you don’t automatically resolve conversations when you’re not actively monitoring your inbox.</p>

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<div class="recipe-numbering-wrapper"><div class="recipe-numbering">8</div><p class="step-text" id="step8">In the Actions section, choose Resolve the conversation from the drop-down and click Next.</p></div>

<p style="padding-left: 32px">If your organization has Dispositions set up, you should select one from the second drop-down.</p>

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<div class="recipe-numbering-wrapper"><div class="recipe-numbering">9</div><p class="step-text" id="step9">Preview your Automation.</p></div>

<p style="padding-left: 32px">Double-check your Automation by reviewing conditions and actions.</p>

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<div class="recipe-numbering-wrapper"><div class="recipe-numbering">10</div><p class="step-text" id="step10">Press Create Automation and keep your inbox clean.</p></div>