Conversation Resolution

Configure how long a conversation sits in Done before Atender archives it. Timing is measured in business hours per the team's opening hours, not wall-clock.

Use the Mark as done button (or the D shortcut) to close out a conversation once the work is finished. Done conversations can still be reopened by a customer reply.

A customer reply on a Done conversation reopens it to Active. A customer reply on an Archived conversation does not — it creates a new conversation instead.

Conversation Resolution is how Atender treats a conversation as finished — the agent marks it Done, and Atender later archives it. Done is reopenable; Archived is terminal.