Solve Chats automatically

The Automatic Solve feature will help you save time by automatically solving finished live chat conversations for you. 

In this article, you'll learn:

• The benefits of enabling Automatic Solve
• How Automatic Solve works
• How to enable Automatic Solve 

Benefits

Less manual work, more automation

At Tidio, we love automating tasks that can save time. Thanks to the automatic solve feature, you don't need to remember to solve each conversation manually. That's less manual work for you and your team! 

Clear Inbox 

We know that with many conversations, it's hard to keep track of all finished conversations. Our Automatic Solve feature will help you keep the inbox clear by solving all finished chats for you so you can focus only on those that still require your assistance. 

Works in Offline mode 

With conversations being automatically solved, you don't have to worry about your assigned customer returning when you're offline. After the conversation is solved, new messages from the returning visitor will go to the Unassigned folder or chosen department. That ensures no message is missed, and other operators are notified to jump and help immediately. 

How it works

Automatic Solve allows you to solve chat conversations automatically after a specific period of time. Tickets (emails) need to be closed manually, however; they usually require a longer time to reply.

Only conversations where there was no reply from the customer for a specified amount of time will be automatically solved, so you don't need to worry about missing a message from the visitor. 

The counter (time to solve) for solving the conversation starts when the first message from the operator is sent, and that can be either:

• a response to a visitor's message
• a new message from the operator via Visitors List to a visitor 

Each following chat message from the operator will restart the counter, giving visitors time to respond. 

Automatic Solve works for all new conversations only. That means all the previous chats that started before enabling the auto-solving feature need to be solved manually. 

When Automatic Solve is enabled, it works per the whole project and for all operators. You can set the conversations to be closed maximum of up to 72 hours or 120 minutes, depending on which time frame you have chosen (hours/minutes).

How to enable Automatic Solve 

You can enable Automatic Solve by heading to the Settings >  Workflow >  Automatic Solve tab:

Click on the Enable toggle to turn on the Automatic Solve - and specify the time that needs to pass for the conversation to be solved:

Once you specify the time in minutes (up to 120 minutes) or hours (up to 72 hours), click on the blue Save button to activate the Automatic Solve. 

Great! Now, relax, and don't worry about solving the chats manually.