Resolve and return to the AI agent

When the customer's issue is handled, resolve the conversation to close the session and clear it from the workspace — and choose how the AI agent picks up the customer's next message.

Resolve a conversation

When the customer's issue is handled, resolve the conversation. Resolving closes the session and removes it from the workspace, keeping the list focused on conversations that still need attention.

1. Open the conversation.
2. Click the red Resolve button in the chat header. The button appears only on assigned conversations.
3. Confirm Are you sure you want to resolve this session? with Yes.

A Session resolved confirmation appears, and the conversation disappears from the workspace. The chat history keeps a permanent marker — The session was resolved by <your name> at <date and time> — and you can find the closed session later on the Sessions screen.

Resolving does not block the customer. If they write again in the same channel, a new session starts and the AI agent handles it from the beginning.

tip

Before resolving, leave a Private note summarizing the outcome. If the conversation escalates again later, the next human agent sees your note in the history.

Return control to the AI agent

An escalated session stays under human control until it ends — the workspace has no control that hands a live session back to fully automatic AI handling. You have two ways to bring the AI back in:

• Let the AI assist while you keep control. Turn the Copilot switch on. The AI drafts replies for you but sends nothing itself — the closest equivalent to giving the conversation back to the AI while it remains escalated.
• Resolve the session — the AI takes the next one. Click Resolve and confirm. When the customer writes again in the same channel, a new session starts and the AI agent handles it from the beginning, with no human involvement unless it escalates again.

For the AI to pick up the customer's next message, the agent and the channel must both be running: if the conversation card showed Agent not running or Channel not running, start the agent in AI Agents and the channel in Settings > Channels.

Related pages

• Human Agents — the operator workspace overview, escalation, and common issues.
• Find, open, and assign conversations — find, open, read, and assign escalated conversations.
• Reply with messages and Copilot — send messages and work with Copilot draft suggestions.
• Sessions — monitor AI-handled sessions and hand them over to an operator.
• Agents — start and stop AI agents.