Resolve is not archive. The visitor sees the end of that chat.
Mark it resolved
When the conversation is done, mark it resolved. The widget treats that as the end of the thread: the messenger closes that chat and can show a 1–5 rating. The rating is stored on the conversation.
Starting a new chat in the widget is a new thread. Do not resolve to “archive quietly” if you still owe them an answer — they will see the close.
Pending and spam
Pending is for waiting on the visitor or on someone else on the team. Spam hides junk. Neither of those fires CSAT.
What CSAT is
A 1–5 score after resolve, if the widget is still open long enough to show it. It is not a survey product, not a series, and not emailed automatically.
If nobody is around to reply, a quick after-hours line is kinder than resolving an unanswered thread.
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If a step is wrong, write help@coveinbox.co.
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