Solve chats and tickets automatically – Tidio

The Workflows section of your Tidio project includes the option to solve chats (and tickets) automatically. This feature will help you save time and keep your inbox tidy by solving finished live chat conversations and email threads for you.

Workflows allow for other automations as well - please see this dedicated guide for more information.

In this article, you'll learn:

The benefits of solving automatically
How to navigate Workflows and enable the feature

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. Solving automatically will help you keep the Tidio inbox clear by solving all finished chats (and tickets), so you can focus only on those that still require your assistance.

Works in offline mode

With conversations and tickets being automatically solved, you don't have to worry about your assigned customers returning with more questions when you're offline, which can potentially lead to missed messages. After the conversation is solved, new messages from the returning visitor will go to the Unassigned folder. That ensures no message is missed, and other agents are notified to jump in and help immediately.

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Please note: All live conversations older than 30 days get solved automatically, even on the free version of Tidio, and without using Workflows for automatic solving. This does not apply to tickets, however.

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Conversations between flows and visitors are not solved automatically.

Enable automatic solving

The options you need are available inside the Workflows section. You can access it by navigating to Settings > Workflows in your Tidio project:

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Inside, you will find two main tabs: My Workflows and Templates. This is where you manage all your workflows in general - see a list of your added workflows, create new ones, or browse the available templates.

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For more information on Workflows and how you can use them for your benefit, please see this dedicated guide.

To enable automatic solving (for conversations and/or tickets), you will need to access the Templates tab:

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In there, you will find several templates ready to add and activate immediately (as well as the option to request a new template that you would find useful!). Each workflow template is marked with either the Live conversations or Tickets tag, letting you know which communication channel the particular workflow is meant for.

When you hover your cursor over a template, you will see the Learn more button appear:

Clicking on it will take you to the template's setup screen, where you can see more details:

Hit the Use template button to customize the available aspects of the workflow.

Solve conversations automatically

This workflow allows you to specify the amount of time (in minutes or hours) after which conversations should be marked as solved automatically.

This only applies to conversations where an agent has responded, but the visitor hasn't given any further reply of their own. Please note that without this workflow enabled, your conversations will still get automatically solved after 30 days without the visitor's reply; this is default Tidio behavior.

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Solve tickets automatically

This workflow lets you specify the amount of time (in days) that needs to pass for a ticket to be solved automatically. This only applies to tickets where the agent has responded and there has been no further reply from the original sender.

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When a ticket is solved this way, there is also a follow-up message sent automatically; you can modify this message to your liking:

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