How does the conversation status work?
Open
Whenever a customer messages you (first time or recurring), the conversation lands in Open. This means: action needed.
Done
When you finish handling an issue, mark the conversation as Done.
If the customer messages again, the conversation automatically reopens as Open so you don’t miss it.
Snoozed
Use this when you’re waiting for something (e.g., info from a colleague, customer wants you to reach out again in 2 weeks).
You choose how long to snooze. When the snooze expires, the conversation jumps back to Open.
If the customer replies while snoozed, it reopens immediately. You can then reset the snooze in just two clicks.
When to use Open, Snoozed, or Done?
Keep work visible (Open): Anything that still needs a reply or action.
Clear finished items (Done): After you or your AI/Automation resolved the request.
Set reminders (Snoozed):
Waiting on a third party and want a nudge in a few hours or days.
A lead says “try me again in 2 weeks.” Snooze for 2 weeks and it will return to Open at the right time.ok
Change a conversation status
1. Go to the Unified Inbox.
2. Open a conversation.
3. Use the status control (three dots menu or header actions) to select Open, Snoozed (pick a time), or Done. If you select Snoozed you can pick a specific time or time span after which the conversation moves back to open.
Please note: Keyboard/Command Menu users can also update status without the mouse. Read more about the Command Menu here
Best practices
Aim for inbox zero: Try to clear your Open list by the end of each day.
Use Snoozed as a reminder system: No need for sticky notes or external task lists - snooze conversations and let them come back to you when it’s time. You can also add an internal note before snoozing, so when the conversation reopens you’ll see the context on why you set it.