Conversation overview and status

Conversations are the core of Deskwoot. Every customer interaction,whether it arrives via live chat, email, or another connected channel,becomes a conversation that your team can manage from a single, unified view. Understanding how conversations work and how to organize them is essential for delivering fast, effective customer support.

Conversation statuses

Each conversation in Deskwoot carries a status that tells your team exactly where it stands in the support workflow:

• Open: Active conversations that need attention from your team. These should be your primary focus.
• Pending: Conversations waiting for a customer reply. The ball is in the customer's court.
• Snoozed: Temporarily hidden conversations that will automatically reopen at a set time. Useful when you need to follow up later without cluttering your active queue.
• Resolved: Completed conversations. Marking a conversation as resolved keeps your inbox clean and signals that no further action is needed.

You can change a conversation's status at any time from the conversation view. If a customer replies to a resolved or snoozed conversation, it will automatically reopen.

Priority levels

Mark conversations as Urgent, High, Medium, or Low priority to help your team focus on what matters most. You can set priority manually on any conversation, or use automation rules to assign priority automatically based on criteria such as keywords, customer attributes, or channel.

Filtering and search

Use the sidebar filters to view conversations by status, assignee, team, inbox, or label. You can combine multiple filters to narrow your results,for example, viewing only Open conversations assigned to a specific team member with a High priority. Save frequently used filter combinations as custom views for quick access later.

Best practices

• Resolve promptly: Move conversations to Resolved as soon as the issue is handled. This keeps your open queue manageable and your metrics accurate.
• Use Snoozed strategically: Instead of leaving conversations open as reminders, snooze them to a specific time so they resurface exactly when you need them.
• Set priority early: Assigning priority when a conversation arrives helps your team triage effectively, especially during high-volume periods.
• Create saved views: Build custom filtered views for common workflows,such as "My Open Urgent" or "Unassigned Pending",to save time navigating your inbox.

Frequently asked questions

What happens when a customer replies to a resolved conversation?

The conversation automatically reopens and returns to Open status so your team is notified and can respond.

Can I filter conversations by multiple criteria at once?

Yes. You can combine filters such as status, assignee, team, inbox, and label simultaneously, then save the combination as a custom view for repeated use.

How do snoozed conversations work?

When you snooze a conversation, you select a date and time for it to reappear. At that time, the conversation moves back to Open status so you can follow up with the customer.