Finished conversations still count as "needs a reply"

Your dashboard shows a "Needs a reply" count. Conversations that are actually finished sometimes still appear there — the customer closed with "thanks", "ok", or "👍". Those are not questions, but the system cannot judge the content for you.

Mark it Resolved when it is done

Open the conversation in your shared inbox and click Resolved, usually at the top right. It leaves the open list and drops out of the "Needs a reply" count immediately.

What if the customer writes again?

A resolved conversation reopens automatically when they send a new message. Nothing is lost, and it reappears in "Needs a reply" because there genuinely is something new.

If you use the AI Operator, this is required

Resolving is not only about tidiness: it is how you hand a conversation back to the bot.

As soon as a member of staff replies — from the shared inbox or from the phone — or the bot hands the conversation to your team, the bot stops taking part in it. It treats the conversation as human-owned, and rightly so: a customer answered by two voices at once cannot tell who is actually speaking.

The bot serves that contact again only after the conversation is marked resolved. Their next message is answered by the bot first, until it runs out of knowledge and hands over again.

If you forget: a conversation never marked resolved leaves the bot silent for that contact forever, with no error message. If the bot ever seems to have "stopped replying", check whether an old conversation is still open.

Why not automatic?

Telling "thanks" (a closing) apart from a short question like "how much?" means reading intent. We deliberately do not guess: showing slightly too much is safer than quietly hiding a patient's question. One click gives you certainty.