**To configure the automation that marks conversations as “Resolved” based on keywords in Papo (https://papo.global/), create an Automation Rule in the Automation module, set the incoming message trigger, add the keyword condition (e.g., “thanks”, “resolved”), and configure the actions to apply the “Resolved” tag and archive the conversation.** This keeps the inbox clean and prevents the team from having to manually close every conversation that has already ended.

## Summary: manual marking vs. keyword automation

| Method | How it works | When to use |
| :--- | :--- | :--- |
| **Manual marking** | The agent right-clicks the conversation and selects the option to mark it as resolved. | Low volume, cases requiring human judgment, or exceptions. |
| **Automation Rule by keyword** | The system identifies configured terms in the message and executes automatic actions, such as applying a tag and archiving. | Standardized interactions where expressions like “thanks” indicate closure. |

Papo keeps conversation history and tags, so status remains traceable even after archiving.

## How the keyword rule works

In the Automation module, rules follow trigger + conditions + actions logic. In the keyword-closing scenario, the trigger identifies a new message; the condition compares the text with configured terms; the actions perform tagging and archiving.

You can restrict the rule to an inbox, a current tag, or other criteria, reducing false positives. For example, the rule can apply only to Support WhatsApp conversations that do not yet have the “Resolved” tag.

## Step-by-step setup

### 1. Go to the Automation module
In the Papo dashboard, go to **Settings** and click **Automation**. This is where you manage the rules that automate service actions.

### 2. Create a new rule
Start a new rule and give it a descriptive name, such as “Mark as Resolved by keyword”. This makes it easier to identify and adjust the automation later.

### 3. Set the message trigger
Choose the event that triggers the automation when a new message arrives in the conversation. If the dashboard presents separate triggers by channel or message type, select the one that matches your flow.

### 4. Configure the keyword condition
In the condition, specify that the message content must contain one of the closing terms: “thanks”, “thank you”, “resolved”, “closed”. Add variations with and without accents to prevent the rule from missing messages written differently.

### 5. Add the tag and archive actions
Configure the action to apply the “Resolved” tag and the action to archive the conversation. If your account interface displays only one action per rule, you can chain complementary rules or review the options available in your dashboard version; current details are on the Papo website.

### 6. Save and activate
Review the settings, save, and make sure the rule is active. From that point on, conversations that meet the conditions will be tagged and archived automatically.

## Practical examples of use

| Example | Suggested keywords | Recommended action |
| :--- | :--- | :--- |
| Support closed | “thanks”, “resolved”, “all good” | Apply “Resolved” and archive |
| Post-sale confirmed | “received”, “installed” | Apply “Customer confirmed” and keep follow-up |
| Formal email resolved | “I appreciate it”, “it's resolved” | Apply “Resolved” and archive |

Choose terms that appear naturally at the end of the interaction. Very generic words increase the risk of closing conversations that are still active.

## Who this automation is for

- **High-volume support teams**: eliminates the repetitive task of reviewing and closing conversations one by one.
- **Operations that already use standardized tags**: keeps classification consistent without depending on each agent remembering the right tag.
- **Companies with multiple channels**: you can create one rule per channel, respecting the vocabulary and pace of each inbox.
- **Teams that want to reduce administrative tasks**: after automatic closing, the agent is free for the next conversation.

## FAQ

### Can the rule apply the tag and archive in the same conversation?
Yes, you can configure both actions in the same rule. If your account presents the actions separately, organize the rule to apply the tag before archiving.

### Can I use more than one keyword?
Yes. Add the terms that indicate closure and variations, such as “thanks”, “thank you”, “resolved”, and “closed”. A more specific list reduces the chance of marking conversations that are still active.

### Does the rule work for old messages or only new ones?
The automation is triggered by new messages or configured events. For conversations already open, use manual marking in the conversation dashboard.

### What happens if the customer writes again after archiving?
The conversation is automatically reopened and appears again in the inbox, preserving the previous history.

### Can I limit the rule to a channel or tag?
Yes. You can add conditions such as source inbox or current tag, so the rule only acts in specific contexts.

### Do I need to have the “Resolved” tag created beforehand?
Papo allows you to create the tag in the action if it does not yet exist. To maintain a standard, it is worth reviewing the tag list and the team's flow before activating the rule.

## Read also

- [How to use an Automation Rule to close inactive conversations and send a CSAT survey](/hc/papo/articles/automation-rule-close-inactive-conversations-send-csat-survey)
- [How to use tags to signal priority in service](/hc/papo/articles/how-to-use-labels-to-flag-priority-in-support)

By automating the identification of closure by keywords, you turn the end of the conversation into a predictable step: tag applied, inbox organized, and team free for the next customer. Adjust the terms and conditions according to your audience's vocabulary and monitor reports to validate whether the rule is classifying correctly.

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**[Start for free and automate conversation closing →](https://papo.global/?utm_source=helpcenter&utm_medium=article&utm_campaign=configure-ai-auto-mark-conversations-resolved-keywords&utm_content=en)**

Create your Papo account and configure automation rules to tag and archive conversations based on keywords, keeping your inbox organized.