Required fields before resolving a conversation
Last updated: 26 September 2026 · 3 min read
Required fields make sure important information (for example, the reason for the contact or its outcome) is filled in for every resolved conversation. This feature is not in every plan.
Steps
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1
First create a conversation attribute
On the Settings › Workspace settings › Custom Attributes page, create an attribute with “Applies to: Conversation” (see “Create custom attributes (contact and conversation fields)”).
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2
Make it required
Open the Settings › Workspace settings › Conversation Workflow page. In “Attributes required on resolution”, click “Add Attributes” and choose the attribute.
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3
What the agent sees
When an agent clicks “Resolve” and the fields are empty, the “Resolve conversation” window opens. The agent fills in the fields and clicks the “Resolve conversation” button in the window. When resolving in bulk, conversations with empty fields are skipped.