Once an agent resolves a conversation handed over to them by a bot, you can choose to either show a resolution message or trigger a bot flow. Simply click on 'Post Agent Resolution' under the 'Settings' tab to configure the post agent resolution action.

Things to keep in mind:

  • The toggle for 'Post Agent Resolution' will only work for the conversations widget and messaging channels.

  • If the 'Post Agent Resolution' action is enabled, then the Freshchat CSAT survey will not be triggered for conversations.

  • You must always configure the flow end action (resolution action) in the bot builder. Ensure that each flow ends with a resolved conversation action. If not, there may be bot failures for agents and end-users may be affected.