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Resolution rules define the conditions under which a conversation is considered “resolved” — critical for tracking deflection and resolution rates.
What are Resolution Rules? Resolution rules are conditions that determine when a conversation is successfully resolved:
Customer confirmed the solution worked
Issue was fixed and customer expressed satisfaction
Informational question was answered
Time elapsed without follow-up
Why Resolution Matters Resolution tracking powers key metrics:
Metric Calculation Resolution Rate Resolved ÷ Total Conversations Deflection Rate Resolved by AI ÷ Total Conversations Time to Resolution First message → Resolution
Without resolution rules, you can’t measure success.
Creating Resolution Rules
Navigate to Resolution
Go to Tag → Resolution in your dashboard.
Click Create Rule
Click Create Rule .
Name the Rule
Give it a descriptive name:
“Customer Confirmed”
“No Follow-up Needed”
“Time-based Resolution”
Define Conditions
Specify when this rule marks a conversation as resolved.
Save
Click Save to activate the rule.
Condition Types AI-Based Use natural language to describe resolution criteria:
Example prompts: Mark as resolved when the customer explicitly confirms their issue is fixed or expresses satisfaction with the resolution. Look for phrases like: - "That worked!" - "Thanks, that fixed it" - "Perfect, I'm all set" - "Great, that's exactly what I needed"
Mark as resolved when the agent successfully completed the requested action and the customer acknowledged it.
Time-Based Resolve after a period of inactivity:
Setting Example Condition No customer response for X hours After agent reply After the agent’s last message Time period 24 hours, 48 hours, 72 hours
Attribute-Based Resolve when specific attributes are detected:
Condition Resolves When Sentiment = Positive Customer seems happy Issue Type = Question Informational query answered Priority = Low Minor issue handled
Combined Conditions Combine multiple criteria:
Resolved when: - Agent sent a response AND - (Customer confirmed OR 24 hours elapsed without follow-up)
Example Resolution Rules Customer Confirmed Setting Value Name Customer Confirmed Resolution Type AI-based Condition Customer explicitly confirms the issue is resolved or expresses thanks
Setting Value Name Information Provided Type Attribute + AI Condition Issue Type = Question AND agent provided answer
Time-Based Default Setting Value Name No Follow-up (24h) Type Time-based Condition No customer response 24 hours after agent reply
Action Completed Setting Value Name Action Successfully Completed Type AI-based Condition Agent successfully performed requested action (refund, password reset, etc.)
Resolution Status Conversations can have these resolution statuses:
Status Meaning Resolved Met resolution criteria Unresolved Did not meet criteria Pending Waiting (time-based rules) Escalated Handed off to human
Impact on Metrics Resolution rules directly affect:
Resolution Rate Resolution Rate = Resolved Conversations / Total Conversations × 100
Deflection Rate Deflection Rate = Resolved by AI / Total Conversations × 100
Time to Resolution Time to Resolution = Resolution Timestamp - First Message Timestamp
Best Practices Be Clear About “Resolved” Define resolution based on customer outcome, not agent action:
Good: Customer confirmed their issue is fixed
Weak: Agent sent a responseInclude Multiple Paths Account for different resolution scenarios:
Customer explicitly confirms
Time elapses without follow-up
Issue type doesn’t require confirmation (informational)
Balance Accuracy vs Coverage
Too strict: Many conversations marked unresolved that were actually successfulToo loose: Resolution rate inflated, doesn’t reflect reality
Start with common-sense rules, then refine based on data.
Review Regularly Check that resolution status matches reality:
Sample resolved conversations — were they actually resolved?
Sample unresolved — should some be resolved?
Adjust rules based on findings
Next Steps
Performance Metrics Track resolution-based metrics
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