Conversation workflow: mandatory fields and automatic resolution

⏳ Coming soon. This feature is arriving shortly in Madyis Hub — here's how it will work. 📍 Where to find it: Settings → "Conversation" group → "Conversation workflow"

The conversation workflow brings together global rules about a conversation's life cycle: making certain attributes mandatory before resolving, and automatically resolving inactive conversations.

How it works

You can require that certain attributes (e.g. reason for contact) be filled in before a conversation can be marked as resolved. You can also enable automatic resolution of conversations left without activity beyond a certain delay. These settings apply to the whole account.

Step by step

Go to "Settings" → "Conversation" group → "Conversation workflow".
To require information: enable "Mandatory attributes" and choose the attributes required before resolution.
For automatic cleanup: enable automatic resolution and set the inactivity delay.
Save: the rules apply to all conversations.

Good to know

Some options depend on features being enabled on your account.
Automatic resolution prevents forgotten conversations from piling up.