Conversations move through three states: Open, Resolved, and Archived. Managing these keeps your inbox clean and helps you track what still needs attention.
Status types
Open — active conversations. These are the ones that still need a response or are waiting on something. New conversations always start as Open.
Resolved — conversations that are done. The visitor's question was answered, the issue was handled. Resolved conversations are hidden from the default Open view but still searchable and accessible.
Archived — conversations you want to keep but remove from the active Resolved list. Useful for bulk-cleaning old conversations without deleting them.
Resolving a conversation
Open the conversation and click Resolve (the checkmark button in the top right). The conversation moves to Resolved and disappears from the Open view.
Your agent can also resolve conversations automatically if configured to do so. In the agent's Behavior settings, you can enable auto-resolve after a certain period of no response from the visitor.
Re-opening a conversation
Resolved conversations can be re-opened. Open the conversation (find it by switching the filter to "Resolved") and click Reopen. It moves back to Open.
If a visitor sends a new message on an already-resolved conversation, it automatically re-opens — so you won't miss replies.
Archiving conversations
From the Resolved view, select one or more conversations and click Archive. Use this to clean up old resolved conversations that you don't need to see anymore.
Archived conversations are still searchable — they're just out of the way.
Bulk actions
For managing a lot of conversations at once:
- Check the checkboxes next to the conversations you want to manage
- A bulk action bar appears at the bottom — you can resolve, archive, or delete multiple conversations at once
Deleting is permanent, so use Archive when you want to keep the history.
Why conversation management matters
Keeping your inbox organized makes it much easier to see where your agent needs improvement. A large backlog of Open conversations might mean the agent is confused about certain topics — those are good candidates for training. Resolved conversations with good interactions are great training examples too.
See Training your agent from conversations for how to use the conversation history to improve your agent.