While the option for agents to re-open conversations can be useful in one-off
scenarios, we should be very careful with this feature
Agents are accidentally re-opening conversations.
Once a conversation is resolved, the resolve button will become a circular arrow. Clicking this will
re-open the conversation.
Re-opened conversations will not auto-resolve. We are finding when agents are re-opening
conversations, they are just sitting in the queue clocking against the agent’s response time.
The only time a conversation should be re-opened is when it was accidentally resolved.