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What it’s for

Clear the queue in one go: resolve dozens of conversations, hand several to one person, or put the same tag on all of them.

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Who can do it

  • Assign to… to anyone: Owner, Admin, and Supervisor. The Operator sees Assign to me.
  • Dismiss SLA only appears for people who can dismiss the SLA (the rule is set in the SLA settings).
  • The other actions appear for anyone with selection turned on. In read-only mode, selection does not exist.

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Where to click

In Conversations, hover over a conversation and tick the selection box. The actions bar takes the place of the Conversations title. In the Waiting tab the path is different: More options menu › Select conversations (only enabled in Waiting, with the queue visible). There the actions are Dismiss from queue and Assign to….

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Step by step

1

Select

Tick the conversations one by one. You can tick a range with Shift. The box at the top, Select all loaded, ticks everything on the screen.
2

Select everything in the tab, if you need to

When there are more conversations than the ones loaded, Select all N in and the tab name appear. This applies to the current filter (inbox, tag, agent).
3

Choose the action

Resolve (or Reopen, in the Resolved tab), Assign to…, Tag… or, under More actions, Mark as read, Mark as unread, and Dismiss SLA.
4

Confirm Resolve

The window asks Resolve N conversations?. The Notify customers (survey, review and flows) box starts unchecked. Click Resolve N.
In Assign to…, choose a person, You, or No owner (the conversation goes back to Waiting). In Tag…, choose one tag at a time and click Tag N.

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Limits

  • When you select one by one, the system processes in blocks of 200.
  • With Select all N in…, the limit is 1,000 conversations at a time. Above that, the screen shows There are N conversations and the limit is 1,000 at a time and turns the actions off until you filter the list (inbox, tag, agent, or date).

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What happens next

  • A notice tells you the result, for example N conversations resolved. If some fail, it says how many and why: without permission, already had an owner, conversation deleted, or were not processed (try again).
  • Conversations resolved in bulk leave All and Mine and go to Resolved. If the customer writes, the conversation reopens.
  • With Notify customers unchecked, the conversations are resolved silently: no satisfaction survey, no review invite, and the “Conversation closed” trigger does not fire. Checked, it is the same as resolving them one by one.

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Common errors

  • The list changed. The total changed between your selection and the confirmation. Confirm again with the new number.
  • Could not finish. Nothing changed. Use Try again.
  • Available in Waiting. The Select conversations option in the menu only works in the Waiting tab.

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Next step