Conversation status and priority explained

Status shows where a conversation stands; priority shows how urgent it is. Together they keep your shared inbox organized so nothing is missed and the right chats get handled first.

The four conversation statuses

Open

The default for any active conversation that needs a reply or is being worked on. Open conversations are what your agents focus on day to day.

Pending

Use Pending when a conversation is on hold — for example, you're waiting on another team, a bot is handling it, or you need an answer before you can continue. It signals "not done, but not on me right now."

Snoozed

Snooze a conversation to hide it until a time you choose (later today, tomorrow, next week, or a custom moment). It reappears in your Open queue automatically at that time — perfect for follow-ups you can't action yet.

Resolved

Mark a conversation Resolved once the customer's issue is fully handled. It leaves the active queue and keeps your inbox clean. If the customer replies again, it reopens automatically so you never lose the thread.

Change a conversation's status

1. Open the conversation.
2. Use the status button at the top right — click Resolve, or open the dropdown to choose Snooze or Mark as pending.
3. For Snooze, pick when it should return.

Set conversation priority

Priority flags how urgent a conversation is, independent of its status. In the Conversation Actions panel, open the Priority dropdown and choose:

• Urgent — needs immediate attention.
• High — handle soon, ahead of normal traffic.
• Medium — standard elevated importance.
• Low — can wait.

Sort or filter your inbox by priority so agents always pick up the most important conversations first, and build a Custom View for Urgent + Open to surface fires instantly.

When to use each

• Waiting on a supplier? Pending.
• Need to follow up Monday? Snooze until then.
• Issue solved? Resolve.
• Angry VIP with a payment failure? Set Urgent and keep it Open.

Tip: Resolving conversations promptly keeps your metrics accurate and your team focused — a clean Open queue is a healthy inbox.

Try changing status and priority in the live demo, or learn to assign and route conversations so the right agent owns each one.