Closing Notes and Auto-close

Closing notes record why a conversation ended and what happened in it. When an agent closes a conversation in Resool, they pick a Conversation Category (such as Sales Inquiry or Payment Issue) and can write a short Summary, by hand or with AI. Auto-close works alongside it: it closes conversations automatically when the contact hasn't replied for a set time after your team's last message, so the Inbox stays clean without anyone chasing old chats.

#Before you begin

• Only Owners and Admins (or a custom role allowed to manage workspace settings) can open and change these settings.
• Write with AI in the closing note needs a plan that includes AI (Growth or Scale).

All the settings in this article are on one page: go to Settings › Closing notes (under Inbox).

Screenshot placeholder

Settings › Closing notes

The Closing notes page with the Auto-close conversations card (switch on, Close after 24 Hours), the Add collaborators via @mention card, the Manually add closing notes card (switch on, Closing note fields set to "Category required, summary optional"), and the Conversation category table with General Inquiry, Sales Inquiry, Payment Issue and Others, each with a description.

File: screenshots/closing-notes-and-auto-close-page.png

#How to set up closing notes

1. Turn on Manually add closing notes. When it's on, teammates can add or edit a category and summary when they close a conversation.
2. Under Closing note fields, choose what must be filled in before a conversation can be closed:
   • Category and summary optional
   • Category required, summary optional
   • Category and summary required
3. Click Save in the bar at the bottom of the page. Discard undoes your changes.

#Add conversation categories

Categories show why conversations end. If you have none yet, click Use suggested categories to start with General Inquiry, Sales Inquiry, Payment Issue and Others.

1. Click Add category.
2. Enter a Category Name, for example "Sales Inquiry".
3. Add a Description (optional) that helps teammates pick the right category, for example "The contact asked about prices, plans or buying".
4. Click Add, then Save.

To manage categories:

• Drag a category by its handle to change the order teammates see.
• Use a category's actions menu to Edit its description or Delete it.
• Category names can't be changed. To rename one, delete it and add a new category. Past closing notes keep the old name.
• You can have up to 30 categories, and at least one must remain.

Screenshot placeholder

Settings › Closing notes › Add category

The "Add category" dialog with Category Name "Refund request", a Description, and the Cancel and Add buttons.

File: screenshots/closing-notes-and-auto-close-category.png

#How teammates fill in a closing note

1. In a conversation, the teammate clicks Close (or presses Ctrl+Q).
2. In Closing Notes, they pick a Conversation Category and write a Summary. Clicking Write with AI drafts the summary from the conversation.
3. Close Conversation stays greyed out until the required fields are filled in.

The closing note shows in the conversation timeline under who closed it. Long summaries fold with Show more. The category and summary are also included in the conversation.closed webhook. See Webhooks.

Screenshot placeholder

Inbox › open a conversation › Close

The Closing Notes box with the Conversation Category dropdown open showing the workspace categories, a summary written by AI in the Summary field, and the Close Conversation button enabled.

File: screenshots/closing-notes-and-auto-close-dialog.png

#How to turn on auto-close

1. Turn on Auto-close conversations.
2. Under Close after, enter a number and pick the Unit: Minutes, Hours or Days. It can be between 30 minutes and 14 days. The default is 24 hours.

The change is saved straight away.

#How auto-close works

• The timer starts when your team sends a message and the contact hasn't replied.
• A reply from the contact cancels the timer.
• While a conversation is snoozed, the timer waits until the snooze ends.
• When time runs out, the conversation closes and the timeline shows The conversation was closed automatically after no reply. No closing note is asked for.

#Notes and limitations

• Closing a conversation with E, the list's quick Close action or a bulk Close doesn't ask for a closing note, even when one is required.
• When Manually add closing notes is off, no category is asked for; teammates can still add an optional summary.
• Category names can be up to 60 characters, descriptions up to 300 and summaries up to 2,000.

#FAQ and troubleshooting

#Why is Close Conversation greyed out?

Your workspace requires a category, or a category and a summary. Fill them in and the button becomes active.

#Why can't I find these settings?

Only Owners and Admins, or a custom role allowed to manage workspace settings, can see and change them. Ask one of them.

#Does auto-close send anything to the customer?

No. It only changes the conversation's status in Resool. To send a goodbye message, use a workflow with the Conversation Closed trigger. See Workflow Triggers.

#Why did a conversation close sooner than I expected?

Auto-close counts from your team's last message, not the contact's. Check the Close after value on this page.

#What's next?

• Conversation Status, Snooze and Close
• AI Assist in the Inbox
• Workflow Triggers