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Resolution rules define the conditions under which a conversation is considered “resolved” — critical for tracking deflection and resolution rates.

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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

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Why Resolution Matters

Resolution tracking powers key metrics:
MetricCalculation
Resolution RateResolved ÷ Total Conversations
Deflection RateResolved by AI ÷ Total Conversations
Time to ResolutionFirst message → Resolution
Without resolution rules, you can’t measure success.

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Creating Resolution Rules

1

Navigate to Resolution

Go to Tag → Resolution in your dashboard.
2

Click Create Rule

Click Create Rule.
3

Name the Rule

Give it a descriptive name:
  • “Customer Confirmed”
  • “No Follow-up Needed”
  • “Time-based Resolution”
4

Define Conditions

Specify when this rule marks a conversation as resolved.
5

Save

Click Save to activate the rule.

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Condition Types

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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.

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Time-Based

Resolve after a period of inactivity:
SettingExample
ConditionNo customer response for X hours
After agent replyAfter the agent’s last message
Time period24 hours, 48 hours, 72 hours

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Attribute-Based

Resolve when specific attributes are detected:
ConditionResolves When
Sentiment = PositiveCustomer seems happy
Issue Type = QuestionInformational query answered
Priority = LowMinor issue handled

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Combined Conditions

Combine multiple criteria: 
Resolved when:
- Agent sent a response AND
- (Customer confirmed OR 24 hours elapsed without follow-up)

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Example Resolution Rules

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Customer Confirmed

SettingValue
NameCustomer Confirmed Resolution
TypeAI-based
ConditionCustomer explicitly confirms the issue is resolved or expresses thanks

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Informational Query

SettingValue
NameInformation Provided
TypeAttribute + AI
ConditionIssue Type = Question AND agent provided answer

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Time-Based Default

SettingValue
NameNo Follow-up (24h)
TypeTime-based
ConditionNo customer response 24 hours after agent reply

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Action Completed

SettingValue
NameAction Successfully Completed
TypeAI-based
ConditionAgent successfully performed requested action (refund, password reset, etc.)

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Resolution Status

Conversations can have these resolution statuses:
StatusMeaning
ResolvedMet resolution criteria
UnresolvedDid not meet criteria
PendingWaiting (time-based rules)
EscalatedHanded off to human

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Impact on Metrics

Resolution rules directly affect:

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Resolution Rate

Resolution Rate = Resolved Conversations / Total Conversations × 100

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Deflection Rate

Deflection Rate = Resolved by AI / Total Conversations × 100

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Time to Resolution

Time to Resolution = Resolution Timestamp - First Message Timestamp

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Best Practices

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Be Clear About “Resolved”

Define resolution based on customer outcome, not agent action: Good: Customer confirmed their issue is fixed Weak: Agent sent a response

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Include Multiple Paths

Account for different resolution scenarios:
  1. Customer explicitly confirms
  2. Time elapses without follow-up
  3. Issue type doesn’t require confirmation (informational)

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Balance Accuracy vs Coverage

  • Too strict: Many conversations marked unresolved that were actually successful
  • Too loose: Resolution rate inflated, doesn’t reflect reality
Start with common-sense rules, then refine based on data.

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Review Regularly

Check that resolution status matches reality:
  1. Sample resolved conversations — were they actually resolved?
  2. Sample unresolved — should some be resolved?
  3. Adjust rules based on findings

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Next Steps

Performance Metrics

Track resolution-based metrics

Tagging Overview

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