If no disposition is needed and Smart Conversation Close is not enabled, once you click Solve, the message will be closed and a pop-up message with a ‘case complete’ prompt will appear. If the message thread contains unread messages and you mark it as Solve, the unread messages will be automatically ignored.
If no disposition is needed but Smart Conversation Close is enabled, when you click Solve the system will automatically ask the customer if they have other questions or concerns. The customer can choose to answer using two buttons, Yes and No. If the customer chooses Yes within the allowed waiting period, the system will automatically ask the customer for more information about their new question or concern. You must then continue the conversation.