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Resolve

Close a conversation automatically through the resolve action inside the AI Agent.

Resolve response

When the user triggers a resolve action, the AI Agent performs the following actions:

  1. The assistant closes the conversation, always respecting the Keep alive setting at the environment level. This setting determines the duration, in seconds, after which resolved conversations expire and any additional user messages create a new conversation.
  2. The assistant displays the post-conversation survey if the user and the assistant have exchanged more than three messages.
  3. If you are using Zendesk Sunshine Conversations, the assistant passes control to the next integration in the switchboard without showing a survey.

Voice integrations​

For voice integrations such as Twilio Voice, resolve does not directly hang up the call. The session is marked as expired and the call leg closes once the keep alive period elapses.

To make the call end promptly after resolve:

  • Set the integration's Keep alive to 1 second. Higher values can leave the call connected for longer than expected after the AI Agent finishes.
  • Add a Pause action of 1–2 seconds immediately before Resolve, so the bot's final sentence is fully heard by the caller before the line drops.
[ Text: "Thanks for calling. Goodbye." ]
[ Pause: 1s ]
[ Resolve ]
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