Change a conversation's status

The status of a conversation tells your team where it stands. You control it from the top-right corner of the conversation header.

When the customer's issue is solved, click the green Resolve button. The conversation closes and moves out of your open lists.

Resolved conversations are not deleted — you can always find them again and Reopen them if the customer comes back.

Click the chevron next to the Resolve button to see the other options:

• Mark as pending — Sets the conversation aside while you wait for more information (for example, an answer from the customer or a colleague). Pending conversations appear under the Pending filters in the left menu, and the header button turns into Open so you can reactivate the conversation at any time.
• Snooze... — Hides the conversation until a date and time you choose.
• Resolve as spam — Closes the conversation and marks it as spam.

Snoozing is perfect for conversations you want to handle later without losing them:

1. Click the chevron next to Resolve and choose Snooze....
2. In the Snooze conversation dialog, pick a date in the calendar on the left.
3. Pick a time on the clock on the right (or type the hour and minutes).
4. Click Snooze.

The conversation disappears from your open lists and automatically comes back when the snooze time arrives. While snoozed, the conversation header shows a Snoozed until … label. If you want it back earlier, open the same chevron menu and choose Clear snooze.