Every conversation in your Inbox moves through a status, and can carry a priority. Together they tell your team what needs attention right now and what can wait, without anyone having to read the whole thread first.
The four conversation statuses
Each conversation is always in one of four states:
New – a conversation nobody has responded to yet.
Open – actively being worked on.
Pending – waiting on the customer, or on something outside your control.
Resolved – the conversation is done.
Conversations can also be marked as Spam or moved to Deleted, which take them out of the main queue without permanently losing the history.
Setting priority
Priority is separate from status. A conversation can be Open and high priority, or Open and low priority. Use it to flag conversations that need a faster response, for example an angry customer or a time-sensitive request, so teammates scanning the Inbox know what to pick up first.
Changing status or priority
Open any conversation and use the status dropdown at the top of the thread to change it. Priority works the same way, from the same conversation view. Changes apply immediately and are visible to your whole team in real time.
Tips
Use Pending instead of leaving a conversation Open when you are waiting on the customer. It keeps your active queue accurate.
Filter the Inbox by status or priority to build a focused view, for example "Open, high priority" for a triage pass.