🚀 It’s live! Access exclusive 2025 live chat benchmarks & see how your team stacks up.

Get the data
Comm100 Support > AI & Automation > AI Insights
How Does Chat Resolution Status in AI Insights Work

Comm100 AI Insights offers auto-detection of chat resolution status. The Chat Resolution Status Auto-Detection feature uses LLMs to analyze chat transcripts and determine whether a conversation has been resolved, is pending further action, or is indeterminate. The automated resolution tracking provides a clear view of chat resolution statuses, allowing you to identify unresolved issues quickly and improve response strategies.

When enabled, Chat Resolution Status works for all Live Chat conversations on your site. When a chat ends, the system classifies chat resolution statuses into Resolved, Pending External, Pending Internal, and Undefined. You can check the resolution status from the transcript details.
status.png   

Enable Chat Resolution Status Detection

Chat Resolution Status is disabled by default. To enable auto-detection of chat resolution status, follow these steps:

  1. Log in to your Comm100 Control Panel. 
  2. From the left navigation menu, go to AI & Automation > AI Insights > Chat Resolution Status.
    resolution menu-arrow.jpeg
  3. Turn on the Chat Resolution Status toggle. The system starts to analyze chats when the feature is enabled. History chats before the feature enabling will not be analyzed.

Check Chat Resolution Status Results

On the Comm100 Control Panel, you can navigate to Live Chat > History > Chats to check the results of the chat resolution status. From the chat list, you can:

  • Click a chat to view the details. You can see the resolution status in the Chat Info section.
    status.png
  • You can also mouse over to view the reason that the resolution status is decided.
    resolution-reason.png
  • Filter the chat list to show the chats with specified resolution status.
    resolution-history-filter-arrow.png

Chat Resolution Status Categories

Chat resolution statuses are categorized into Resolved, Pending External, Pending Internal, and Undefined. The following table shows the details of each status:

Status

Description

Resolved

  • The solution or answer provided by the agent is confirmed by the visitor. The agent answered the questions, so no further action is needed.
  • The solution or answer provided by the agent can resolve the issue, even if the visitor doesn't confirm it.

Pending External

 

After the chat ends, the issue is awaiting further input or action from the visitor side. Such as:
  • The visitor wants to ask questions about the service but leaves the chat without providing complete intent.
  • The agent provides solutions or answers, but the visitor needs more time to verify from their side and leaves the chat.
  • The visitor expresses their intent but leaves the chat within 5 minutes without waiting for the agent to reply.
  • The agent asks for more information, but the visitor leaves the chat without responding.
  • The visitor expresses interest in the service but mentions they need to consult others before deciding.
  • The visitor requests follow-up via email or phone but does not provide contact information.

Pending Internal

After the chat ends, the issue is awaiting further input or action from an agent within the organization. Such as:
  • The visitor provides the complete intent, but the agent has not provided any answer or response to the visitor, just leaving the chat instead.
  • The visitor has been waiting for over 5 minutes for the agent's reply before leaving the chat.
  • The agent asks for more time to prepare a solution.
  • The agent promises to follow up with the visitor.
  • The agent mentions that the visitor’s issue requires involvement or follow-up from another department within the organization, such as the Customer Success team or R&D team.

Undefined

The chat status does not belong to Pending External, Pending Internal, or Resolved. Such as:
  • LLMs cannot detect the status.
  • The chat does not contain any meaningful conversation, or the content is irrelevant to the product or service.
  • The visitor leaves the chat without giving any intent.