Bulk actions: resolve, assign or label many conversations at once

Select several conversations in a list and resolve, assign, label, set pending, reopen or mark them as spam in one go. To clear a whole backlog, administrators and managers can also resolve every open conversation in the account at once.

Select conversations#

1. Hover over a conversation in the list. The icon on the left of the row turns into a checkbox. Tick it
2. A toolbar appears at the bottom of the screen with the number of selected conversations
3. Add more: tick them one by one, hold Shift and click to select everything in between, or press Cmd + A (Mac) or Ctrl + A (Windows) to select every conversation loaded in the list

To clear the selection, click the X on the toolbar or press Esc.

A list loads 25 conversations at a time and loads more as you scroll. Select all covers what is loaded so far, so scroll down until everything you want is in the list, then select all.

Bulk selection works in every conversation list: inboxes, labels, views, Spam, the AI agent lists and Comments.

What you can do with the selection#

• Resolve (shortcut E). The button reads Reopen when every selected conversation is already resolved

• Agent (shortcut A). Pick an agent, or Unassigned to remove the assignee

• Label (shortcut L). Tick one or more labels and click Apply

• The three dots at the right end of the toolbar: Resolve, no CSAT, Set pending, Reopen, Assign team and Mark as spam

Good to know before a big change:

• CSAT surveys. Resolve sends the CSAT survey on inboxes that have it on, the same as resolving one conversation. For old conversations, use Resolve, no CSAT.

• Who you can assign. The Agent list shows agents who are collaborators of every inbox in your selection, plus administrators. If someone is missing, select the conversations of one inbox at a time.

• Spam. Mark as spam asks you to confirm, then blocks the senders. All their other conversations move to Spam too.

• Timing. Bulk changes run in the background. A large selection takes a moment to update.

Resolve a batch of old conversations#

1. Open the inbox, label or view that holds them. To narrow it down, create a view, for example Status Equal to Open AND Created at Is older than a date
2. Scroll down until all of them are loaded
3. Press Cmd + A or Ctrl + A
4. Click the three dots on the toolbar and choose Resolve, no CSAT. If that option isn't shown, click Resolve

How to create a view →

Move one agent's conversations to a colleague#

1. Create a view with Assignee name Equal to the agent and Status Equal to Open
2. Scroll down until all of them are loaded, then select all
3. Click Agent and pick the colleague

Do this before you delete an agent who has left. Deleting an agent leaves their conversations unassigned.

Resolve all conversations in the account#

For a backlog too large to select, administrators and managers can resolve everything at once.

1. Go to Settings → Account settings
2. Scroll to the last card, Resolve all conversations, and click Resolve conversations
3. Confirm with Resolve all

What it does:

• Every open conversation, in every inbox. That includes conversations the AI agent is working on. Pending conversations are left as they are.

• No filter. It can't be limited to one inbox, a date range or a label. For that, build a view and resolve the selection in bulk.

• No surveys. It doesn't send CSAT surveys and doesn't run automation rules.

• No undo. A resolved conversation still reopens on its own when the customer replies.

What isn't possible#

• Deleting conversations. There is no delete action for a conversation, one by one or in bulk. Resolve them, or mark them as spam.

• Marking as read or unread in bulk. You can right-click one conversation and choose Mark as unread.

• Merging or setting priority in bulk.

• Running an automation over conversations that already exist. A rule runs when its event happens and doesn't go back over a backlog. Use bulk actions for those.

Common problems#

I can't find the checkbox

It replaces the icon on the left of a conversation when you hover over that row.

Select all only picked 25 conversations

Only loaded conversations are selected. Scroll down to load more, then select all again.

The agent I want isn't in the Agent list

Your selection spans inboxes that agent isn't a collaborator of. Select the conversations of one inbox at a time.

Customers got a survey after I cleaned up old tickets

Resolve sends the CSAT survey on inboxes that have it on. Next time, click the three dots and choose Resolve, no CSAT.