A conversation in Arbyn moves through a few states, and the difference between Resolved and Closed matters for the numbers on your Reports page. This article explains what moves a conversation between them, and why a conversation you thought was finished might sit under Unresolved for a while.

Resolved and Closed are not the same thing. Resolved means the conversation reached a natural ending. Closed means it is done and filed away. Most conversations pass through Resolved on their way to Closed.

Arbyn closes the loop itself. When the shopper signals they are finished ("thanks, that's all") and Arbyn signs off, the conversation is marked resolved. Nothing is required from you.

You mark it resolved. The Resolve button in the conversation header.

It goes quiet after Arbyn's last reply. If the shopper stops replying and Arbyn was the last to speak, the conversation is closed automatically after the number of days set in Settings → Conversations → Auto-close. If the shopper had already wrapped up before going quiet, it is recorded as resolved as well as closed.

A conversation is never auto-resolved while the shopper's message is the most recent one. If they asked something and are waiting, it stays open. Closing it would look to them exactly like being ignored.

When you clear an escalation with Resolve escalation, you hand the conversation back to Arbyn along with a note. What happens next depends on where the conversation actually is:

Your handoff note goes to Arbyn, not to the shopper. Arbyn uses it for the rest of that conversation. When the note carries a general instruction rather than a one-off, Arbyn remembers it for similar questions in future.

If you see conversations that look complete but still sit under the Unresolved filter, the usual cause is that they were escalated at some point and handed back. Before 13 August 2026, a conversation that had been escalated could not reach Resolved on its own. It went straight from AI handling to Closed when the auto-close window elapsed. That is fixed. Conversations from before that date may still show the old pattern.

Resolution rate counts conversations that reached Resolved or Closed, so it was not affected.

Deflection rate ("handled by Arbyn without your team") was. Clearing an escalation used to erase the record that the conversation had ever been escalated, so conversations your team rescued were counted as ones Arbyn handled alone. That number was too high. It is now correct, which means your deflection rate may read lower than it did before 13 August 2026. The work did not change. The measurement did.