Statuses, priority and assignment

Statuses

Open

In progress. Every new request starts here.

Pending

You replied and are waiting on the customer. The conversation is not abandoned, but it stays visible.

Snoozed

Temporarily hidden from the list because you will come back to it later. A new message from the customer moves it back to Open.

Resolved

The question is answered. A CSAT survey goes out afterwards, if it is enabled on the inbox.

Priority

A conversation can be marked urgent, high, medium or low. Priority can be used for sorting and in automation rules.

Assignment

To an agent

Pick an owner in the panel on the right. They get a notification, and the conversation appears in their My Inbox.

To a team

A conversation can go to a whole team, so every member sees it.

Automatically

With auto-assignment enabled on the inbox, conversations are distributed on their own. See "Conversation assignment".

Filters and tabs

Above the list there are Mine / Unassigned / All tabs and a status filter. A filter set you use often can be saved as a Folder, which then appears in the sidebar.

Sorting

Sort by last activity, creation date, priority or waiting time. Sorting by waiting time is the reliable way to avoid leaving the longest-waiting customers behind.

Notes and mentions

Switch to Note mode to write to your team — the customer will not see it. Mentioning someone with @Name sends them a notification.