The basics

Conversation statuses are a way for you to visually show where a conversation is being resolved. You can use sub statuses to customize any of the default statuses.

In this article

• Conversation status options
• Snooze a conversation
• Mark a conversation done

Conversation status options

Conversations can have one of the following main statuses:

• Open indicates that the support request is still being resolved. By default, all inbound messages are marked Open. 
• Snooze indicates that the conversation is open and awaiting follow-up from either the customer or agent.
• Done indicates that no further action is required. This status is typically used once an agent resolves the issue. Conversations can be re-opened if needed.

Snooze a conversation

Snoozing a conversation allows you to specify when it will return to an Open status. Select Snooze Conversationto see the snooze options you have available.

In this example, you can snooze until:

• 2 hours from the current time.
• Tomorrow morning at 9 a.m.
• Next week on Monday morning at 9 a.m.
• A custom date and time
• The customer replies

If available, you can also select a Sub Status from the drop-down menu to explain why the conversation is snoozed, such as any next steps needed to progress the conversation.

Once set, the icon will change to yellow, and the status will change to Snoozed. Hover over Snooze Conversation to see when it is set to re-open automatically.

Once a snooze expires, you will receive an email and notification reminding you about the conversation.

You can view the details of the snooze by selecting Snooze Conversation.

To remove the current snooze entirely, select Remove Snooze. The conversation will automatically change back to an Open status.

Mark a conversation done

If no further action is required on a conversation, select Mark as Doneto resolve and close the conversation. When agents resolve a conversation, they will be presented with the next top conversation from their inbox when routing is configured.