The different conversation states explained
Conversations are always displayed by their state. Learn more about the different states of a conversation.
Short answer: a conversation moves through the statuses New, In progress, Snoozed, and Closed. You find those same terms in the filter above the conversation list.
What the conversation states mean
New: there are new messages nobody has picked up yet. You recognise them by the orange New label in the list.
In progress: someone is working on the conversation. As soon as you (or Sarrai) answer, the status jumps to this.
Snoozed: the conversation has been set aside for a while and comes back on its own at a chosen moment. See Snoozing a conversation.
Closed: the conversation is handled and out of the active list. It stays saved and searchable.
Good to know
The filter above the list works with the same terms. Active shows the ongoing conversations (not snoozed, not closed). Snoozed and Closed show that specific group, and All shows everything together. At the top of the Inbox you see at a glance how many conversations are active and snoozed.
Also searched as
"what does in progress mean", "difference between active and closed", "why does it say new on a conversation", "status of a chat"
See also
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