Auto-resolve conversations

Auto-resolve is a housekeeping feature, not a support outcome, and the billing rule below exists specifically to keep those two things from getting confused.

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What it does

This is an account-wide setting, not a per-inbox one. After a chosen number of minutes with no activity, an open conversation is flipped to resolved on Tied’s next sweep — not at the exact minute the threshold passes. Two things are optional on top of that:

• Ignore waiting, or respect it — and the default is the one to worry about. By default auto_resolve_ignore_waiting is off, and Tied resolves every stale open conversation on the inactivity clock alone, regardless of who was supposed to reply next — including one where the customer is waiting on you and hasn’t heard back. Turn the setting on and that protection kicks in: Tied stops auto-resolving a conversation for as long as it is waiting on your reply. waiting_since is stamped the moment a customer’s message comes in and cleared the moment a human replies — while it’s set, the inactivity sweep leaves the conversation alone.
• A closing message and a label. Send a message announcing the auto-resolution — skipped, and logged as skipped, if the channel’s messaging window has already closed — and apply a label so these are easy to tell apart from conversations a person actually closed.

This sits behind the auto_resolve_conversations flag, which is on by default.

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The billing consequence

This works in one direction only. If a real signal already existed earlier in the same conversation — an explicit confirmation, a verified system outcome, a corroborated silence with a genuine corroborator — the timeout closing the conversation afterward does not erase that. What a timeout cannot do is manufacture a signal that was never there.

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Why the setting exists at all

The value is entirely operational. Without it, the inbox fills with conversations nobody is coming back to, all sitting open. The label and message make the difference visible later — “this went quiet” reads differently from “someone resolved this” when you scroll back through a thread, which matters given Tied threads by person rather than by ticket. See Inbox.

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