Required conversation attributes¶
Required conversation attributes let admins insist that agents fill in specific custom attributes before a conversation can be resolved. This keeps structured data — a resolution category, a severity level, or any field you rely on for reporting — captured consistently across the team.
How it works¶
Once an admin marks certain attributes as required, an agent who tries to resolve a conversation that's missing those values is stopped by a prompt. The conversation stays open until every required field has a value. If the values were already set earlier in the conversation, resolution proceeds with no prompt at all.
To configure required attributes:
- Go to Settings → Conversation Workflows.
- Under Attributes required on resolution, click Add Attributes.
- Choose one or more conversation-level custom attributes from the dropdown.
- The selected attributes are now enforced whenever a conversation is resolved.
- To stop requiring one, click the delete icon next to it.
What the agent sees¶
When an agent clicks Resolve on a conversation that's missing required values:
- A modal lists every unfilled required attribute.
- The agent fills each one using the right input for its type.
- Clicking Resolve conversation saves the values and resolves in a single step.
If they're not ready to resolve, Cancel returns them to the conversation unchanged.
Supported attribute types¶
Any conversation-level custom attribute can be marked required:
| Type | Input |
|---|---|
| Text | Free-form text. |
| Number | A numeric value. |
| Link | A URL, validated for format. |
| Date | A date picker. |
| List | A dropdown of predefined options. |
| Checkbox | A yes/no selection. |
Bulk resolution¶
The same rules apply when resolving several conversations at once. Any conversation still missing required values is skipped, and the agent is notified which ones couldn't be resolved. The rest resolve normally.
Things to note¶
- Only admins can configure which attributes are required.
- Enforcement applies to manual resolution only — individual or bulk. Resolving through the API does not run the check.
- If a custom attribute definition is deleted, it's automatically removed from the required list.
Note
Because API resolution bypasses the requirement, treat required attributes as a guardrail for agent workflows, not as a hard guarantee that every resolved conversation in your data carries those values.