Business Rules aren’t currently able to find/assign users who have closed a conversation. However, the automation you’re looking for can be accomplished with a Workflow.

The most technical part of creating such a Workflow is determining when a conversation status has changed. Fortunately, status changes can be pulled out of a conversation update trigger event by accessing the changes data in the trigger output.

I’ve attached some JSON code that you can use to import into a brand new Workflow in your system. I’ve modeled this workflow off of the standard “Assign User On Message Send” Workflow.

Here are the steps I’ve used:

Trigger Step - Workflow triggers whenever a conversation updates

Conversation Updated

Condition Step - check conversation event changes to see if the status changed to “done”

/#steps.1.changes.attributes.status.after
Equals
done

Condition Step- check there are no users assigned to the conversation

/#steps.1.assignedUsers.length
Less than
1

Action Step - look up the user who marked the conversation done

User: Find By ID
/#steps.1.lastDone.createdBy
- Alternative: /#steps.1.modifiedBy

Condition Step - confirm user is not a machine user

/#steps.STEP-2-ID.userType
Not equal
machine

Action Step - assign user

Conversation: Assign User
/#steps.1.id
/#steps.1.lastDone.createdBy
- Alternative (same as above): /#steps.1.modifiedBy

Feel free to use and adapt this Workflow as best meets your needs!

How to assign conversation to user marking conversation as Done