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Resolve idle Freshchat conversations with a label

Customers go quiet after an answer, the chat stays open in the Inbox, and the label that feeds your reports is only added if an agent remembers to resolve it by hand.

Cotlet does it in your own Freshchat account with list_conversations, get_conversation, list_conversation_labels and resolve_conversation, called by your AI agent, an n8n workflow or a script.

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Hosted · nothing to install or maintain

Can Freshchat do this on its own?

Freshchat closes idle chats by time with Auto Resolve and labels them only with one fixed label (checked 22 Oct 2026). Its article says different labels per group are not possible with Auto Resolve. The API sets a conversation to resolved, but labels chosen at resolve are not among its update fields.

How you do it in Freshchat today

  1. An Admin turns on Admin > Auto Resolve, switches the toggle to Enabled, chooses all conversations or only specific groups and sets an inactivity limit of at least 5 minutes.
  2. Auto Resolve can add one label to the conversations it closes and can turn them into Freshdesk tickets.
  3. An agent closes a chat by hand with the Resolve button at the top right; if a label is mandatory, a window asks for the label category and sub-category first.
  4. Labels come from Admin > Conversation Labels > Add Conversation Labels, and the Reports > Conversation Labels report shows which ones come up most, from the Growth plan up.
  5. The two routes do not meet: Auto Resolve ignores mandatory labels, so a chat closed by time arrives in the report without the sub-category a human would have picked.

How to resolve idle Freshchat conversations with a label

Prompt

Find assigned Freshchat conversations where we replied last and the customer has been silent for a day. Resolve each with the label that fits, and skip anything with an open question.
  1. 01

    Find quiet conversations

    list_conversations runs with status assigned and waiting set to no_response_due, which is Freshchat's "No Response Due" state: you replied and the customer has not written since. The agent follows next_cursor and keeps only chats whose last message is older than the idle time in your prompt.

  2. 02

    Read before closing

    get_conversation brings the messages. A chat where the customer's last message asks for something, or where your own last reply asks a question, stays open and goes on your list.

  3. 03

    Pick the label

    list_conversation_labels returns the label categories with their sub-categories and which ones are mandatory. The agent uses only labels from that list, and a chat that fits none is resolved without a label only if you said so in the prompt.

  4. 04

    Resolve with the label

    resolve_conversation sets the status and the label together. When Customer Satisfaction is enabled, Freshchat shows the survey as the conversation closes, so each resolve reaches the customer and waits for your OK by default.

  5. 05

    Report what stayed open

    The agent returns the counts per label and the conversations it left open with the reason, so the open ones are the ones you look at.

What you get back

Example data

Quiet conversations checked: 24
Resolved 19:
- Feature Request 6
- Bug Report 7
- Happy Customer 6
Left open 5:
- "Still not working after the update" (customer asked a question last)

Other ways to ask

  • Every evening, resolve chats the customer has not answered for two days and label them Churn Feedback if they mention cancelling.
  • List the conversations I would resolve and the label for each, and resolve nothing.
  • Resolve only chats in the Support group and add the Bug Report label with the sub-category that matches the error they quote.

What Freshchat allows, and what to know first

  • Freshchat requires an Auto Resolve time limit of at least 5 minutes, and Auto Resolve and the offline experience ignore mandatory labels.
  • Only an Account Owner or Admin creates Freshchat conversation labels, and a mandatory sub-category stops an agent from resolving without one.
  • Freshchat offers conversation labels from the Free plan, and label reports from the Growth plan and above.
  • Freshchat sends the CSAT survey when an agent resolves a conversation: five stars, a question of up to 100 characters, and optional rules on message count and delay.

resolve_conversation asks for your OK by default. To run it daily without you, switch confirmation off for that tool in your dashboard.

Sources: Freshchat Help: Auto Resolve conversations · Freshchat Help: Conversation labels and label reports · Freshchat Help: CSAT survey and CSAT report

Call resolve_conversation from a script

curl

curl -X POST https://cotlet.dev/api/v1/freshchat/conversations/b3d9f1a2-6c4e-4a8b-95d7-2e1f0c8a7b64/resolve \
  -H "Authorization: Bearer $COTLET_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{"label":"Feature Request","sub_category":"Export to CSV"}'

Example response

{
  "conversation_id": "b3d9f1a2-6c4e-4a8b-95d7-2e1f0c8a7b64",
  "status": "resolved",
  "label": "Feature Request",
  "sub_category": "Export to CSV",
  "resolved_at": "2026-10-22T07:40:00Z"
}

MCP: add https://cotlet.dev/mcp/v1 with the same key; the call is freshchat_write → resolve_conversation. Example data.

Schedule it in n8n, Make, Zapier or cron

Freshchat tools this automation uses

Cotlet Freshchat tools used to resolve idle Freshchat conversations with a label
Tool Parameters
list_conversations status, waiting, group_id, agent_id, limit, cursor
get_conversation conversation_id
list_conversation_labels none
resolve_conversation conversation_id, label, sub_category
All 11 Freshchat tools with descriptions

Frequently asked questions

Is it safe to connect Freshchat to Cotlet?

Yes. You sign in to Freshchat yourself, in your own Cloud Browser in the EU, and we never save your password. Your agents only get Freshchat once you enable it, every background request is listed, and the browser profile is stored encrypted with AES-256-GCM, the cipher 1Password uses for its vaults. The AI model never sees a login, posts and messages wait for your OK, and Disable for agents cuts access in one click. Independent scanners grade cotlet.dev A+ on Qualys SSL Labs, securityheaders.com and Mozilla Observatory; live results are on https://cotlet.dev/security.

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