Conversation status, assignment, priority and tags
Manage the operational state of a conversation using only controls allowed by the selected account’s Manage permission.
Guides in this workflow
Select the exact setup, Inbox, verification, automation, portal, audit or troubleshooting action you need.
Open conversation controls
Open a conversation and review its current status, owner, priority and tags.
Set a conversation to Open
Choose Open and save controls when active staff attention is required.
Set a conversation to Pending
Choose Pending and save controls when the team is waiting for customer information or a scheduled follow-up.
Close a conversation
Choose Closed and save controls after the operational issue is complete.
Understand automatic reopening on inbound
Know when a genuinely new inbound message changes a closed conversation back to open.
Understand why history sync does not reopen records
Historical imported events are deliberately prevented from changing a closed workflow state.
Assign a conversation to staff
Choose an authorised staff member from Assigned staff and save controls.
Remove a conversation assignment
Choose Unassigned and save controls while retaining the conversation and its audit history.
Understand assignment eligibility
Only active staff with account View access are valid assignment targets.
Set Low priority
Choose Low for work that can wait behind normal service items.
Set Normal priority
Choose Normal for ordinary service work.
Set High priority
Choose High for important work requiring earlier attention.
Set Urgent priority
Choose Urgent only for work requiring immediate operational attention.
Add conversation tags
Enter comma-separated labels such as billing, support or urgent and save controls.
Understand tag validation
Use no more than 20 unique tags and keep each normalised tag within 40 characters.
Remove conversation tags
Delete unwanted values from the Tags field and save the reduced list.