If you’ve signed up for Freshchat before April 29, 2021, read the old articles.
Recently, we rolled out a different experience for self-service features in Freshchat. If you signed up after
April 29, 2021, continue reading.
If you’ve signed up for Freshchat after April 29, 2021, read the new articles.
Recently, we rolled out a different experience for self-service features in Freshchat. If you signed up before
April 29, 2021, continue reading.
How to configure the post agent-resolution action
Modified on: Wed, 11 Jan, 2023 at 5:05 PM
We will be replacing the older version of Freshdesk with the new Mint experience on January 31, 2019. All your data and configurations will remain intact. Switching back to the old Freshdesk will not be possible.
To read about this feature on Freshdesk Mint, refer to this article instead
This feature is currently not available on Freshdesk Mint.
This feature is not available on the old Freshdesk.
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.
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