Understanding Conversation Statuses
Every customer conversation in Chatofy follows a lifecycle with defined statuses. Understanding these statuses helps your team manage conversations efficiently.
Status Lifecycle
1. Active (Open)
A new conversation is created when a customer sends a message for the first time, or when an agent initiates a conversation. Active conversations appear in the main inbox and require a response.
2. Snoozed (Scheduled Wakeup)
Agents can temporarily snooze conversations when waiting for customer replies, third-party resolutions, or follow-ups. Snoozed conversations are hidden from the active "Open" queue into the "Snoozed" tab. Presets include 1 Hour, Tomorrow 9:00 AM IST, In 2 Days, and Next Week. The thread automatically wakes up to "Open" when the scheduled time arrives or immediately when an inbound message is received from the customer.
3. Resolved (Closed)
When an agent marks a conversation as resolved, it moves to the closed state. This typically means the customer's issue has been addressed. Resolved conversations can be filtered or reviewed in the "Closed" or "All" tabs.
4. Reopened
If a customer sends a new message after their conversation was resolved or while it is snoozed, the conversation automatically reopens. It returns to the active inbox with an "Open" status and resets the snooze timer so agents never miss an active customer message.
Managing Conversation Status
To resolve a conversation, use the resolve button in the conversation toolbar. Conversations can also be resolved in bulk from the conversation list. A resolved conversation can be manually reopened by any agent if needed.
Batch Bulk Actions
Agents and managers can switch to Bulk Selection Mode using the multi-select icon in the inbox sidebar. In bulk mode, you can select individual conversation threads or click "Select all" to perform atomic actions on up to 100 conversations at once:
• Bulk Resolve: Closes all selected conversations and clears any pending snooze schedules.
• Bulk Reopen: Restores selected resolved or snoozed conversations to active "Open" status.
• Bulk Assign: Reassigns selected conversations to any teammate in the organization, or clears assignments.
• Bulk Snooze: Snoozes all selected threads for 1 hour, tomorrow morning (9:00 AM IST), 2 days, or 1 week.
• Bulk Tag / Untag: Attaches or removes an organizational CRM tag across all contacts linked to the selected conversations.
Best Practices
- Resolve conversations after confirming the customer's issue is resolved
- Don't resolve conversations preemptively before the customer responds
- Use the filter to review recently resolved conversations
- Train your team to check for reopened conversations first