Conversation Statuses

Every conversation has one of three statuses. Status decides which inbox queue it shows up in and how it behaves with automation. You filter by status with the Open / Pending / Resolved tabs at the top of the conversation list.

Open

The default, active state. The conversation needs attention and appears in the Open queue.

Set by: creating a new conversation, an inbound message from a customer, clicking Reopen on a resolved conversation, or when an engineering escalation is resolved and the conversation returns to the agent.

Pending

You have replied and you are waiting on the customer to confirm, test, or respond. The conversation leaves the default Open queue but is not closed.

Set by: the caret next to Resolve, then Mark Pending.

It auto-reopens to Open when the customer replies, and you can clear it manually with Unmark Pending. Pending conversations can trigger automated follow-up nudges after a configurable interval. See Pending status and reminders.

Resolved

Work is done. The conversation moves out of Open into the Resolved list.

Set by: clicking Resolve in the top bar.

It auto-reopens to Open when the customer sends a new message. See Resolving and reopening conversations.

Quick reference

Escalated conversations

When you escalate a conversation to engineering, it is held out of the Open queue until the escalation is resolved, then it returns to Open so you can follow up with the customer. This holding state is part of the escalation workflow, not a status you set yourself. See Escalating to engineering.

Related articles

• Resolving and reopening conversations
• Pending status and reminders
• Escalating to engineering