Widget & automation
Configure FAQ and resolution automation
Offer a useful answer before handoff and close inactive work consistently.
Updated May 2026 · About 2 min read
Open Settings → Automation for both workflows.
FAQ suggestions
Choose FAQ suggestions and add common questions with concise answers and optional links. Chatting can match a visitor's first message and surface the answer before the conversation reaches the team. Keep an easy route to a human when the suggestion does not solve the question.
Resolution
Choose Resolution to configure when an inactive conversation can close after a team reply. Review the inactivity period, visitor-facing resolution message, and any AI-assisted tag controls available on the workspace plan.
Manual resolution remains available in Inbox. It clears active resolution warnings, while undo lets the agent recover an accidental resolve immediately.
Test FAQ wording in the widget and use real resolved conversations to tune weak matches rather than adding many near-duplicate answers.
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