Inbox & Team
Managing Conversation Status
Use status labels to keep your inbox clean — mark conversations open, pending, or resolved as work progresses.
3 min
Beginner
How to do it
Open a conversation
Click any conversation in the Inbox to open it in the main panel.
Click the status dropdown
In the top-right of the conversation panel, click the status button (it shows the current status: Open, Pending, or Resolved).
Select the new status
Choose the appropriate status: Open — actively needs a reply. Pending — waiting on the customer or a third party. Resolved — the issue is closed.
Filter your inbox by status
Use the Open, Pending, and Resolved tabs at the top of the inbox list to view only conversations in each state.
Resolved conversations stay accessible: You can reopen any resolved conversation at any time. If a customer messages you again on a resolved thread, it automatically reopens as Open.