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Understand the conversation lifecycle

This lifecycle is useful for both support teams and workflow designers.

Where to find it​

Use lifecycle states directly in Inbox conversation actions and queue filters.

When to use it​

Use a shared lifecycle definition when multiple teams handle the same inboxes and you need consistent handoff and reporting.

Standard statuses​

  • open: Active thread requiring handling.
  • pending: Waiting state (often used for bot-driven or deferred handling).
  • snoozed: Hidden until a future time.
  • resolved: Closed from active queue.

Typical flow​

  1. Conversation is created from a channel.
  2. It is assigned (agent/team) manually or by automation.
  3. Agent replies, adds notes, and tags.
  4. Conversation is moved to pending/snoozed as needed.
  5. Conversation is resolved when issue is complete.

Operational signals​

  • Unattended surfaces threads without first response.
  • Mentions and Participating views support collaboration.
  • My Open helps agents prioritize currently owned work.

Resolution checklist​

Before resolving, teams commonly verify:

  • Required customer context is captured.
  • Internal note summary is added.
  • Relevant tags are applied.
  • SLA state is acceptable (if SLA is enabled).

Tips and edge cases​

Tip: Keep lifecycle definitions written in your internal runbook so all teams use the same status semantics.

If your team uses automations, verify they do not change status unexpectedly after manual updates.