Resolved vs Unresolved

What's the difference?

Overview

All conversations in your inbox will have one of two statuses: Resolved or Unresolved. By default, all conversations start in the Resolved status, but can be updated manually or by your AI to Unresolved in many different situations.

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❗ Unresolved Conversations

Unresolved conversations are those marked either manually by a human user, or automatically by your AI Agents when they encounter certain scenarios.

Your Autopilot will not respond to Unresolved Conversations! Instead, for any conversation in Autopilot mode, your AI Agent will insert a draft in the conversation's drafting pane without sending it to the guest. This is to ensure that ongoing host-guest conversations are not interrupted early by your Autopilot.

When will my AI mark a conversation as Unresolved?

⚡ Autopilot Mode

In Autopilot Mode, your AI will mark a conversation as Unresolved only when it i) does not have enough information to respond accurately or ii) encounters an "auto-flag" subject like complaints, emergencies or cancellation requests.

🪶 Copilot Mode

In Copilot Mode, your AI will mark a conversation as Unresolved any time a new AI message is drafted. This is intended to clearly mark those conversations with drafts ready, and is best used in combination with our new Auto-Resolve Conversations feature detailed below.

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✅ Resolved Conversations

By default, all conversations will be marked as Resolved when they are first added to your Cortado AI Inbox.

🤖 Auto-Resolve Conversations — We are also rolling out a new feature that will auto-resolve conversations whenever a host sends a response. This will significantly reduce the manual effort needed to resolve conversations in your Inbox, and is already available to customers who have requested early access to the feature.