Understanding conversation views: All, Open, Resolved, and Pending

Last updated on Feb 16, 2026

Commslayer organizes your conversations into different views based on their status, making it easy to prioritize and manage your support workload. Here's what each view means and when to use it.

All#

The All view displays every conversation in your inbox regardless of its current status. This includes open, pending and resolved conversations, plus tickets that were merged into another conversation.

Conversations the AI agent is still handling are the exception. They are listed under AI agent in the sidebar. See "Conversations the AI agent is handling" below.

Use this view when you need a complete picture of all conversations, or when searching for a specific conversation that you're not sure of the status of.

Open#

The Open view shows conversations that need attention from your team. These are active conversations where a customer is waiting for a response or where action is required.

A conversation is marked as open when:

• A new conversation is created

• A customer replies to a resolved or pending conversation

• A Pending conversation reaches the time you picked when you set it

• An agent manually reopens a conversation

This is typically the primary view your agents will work from throughout the day.

Resolved#

The Resolved view contains conversations that have been completed. A conversation is marked as resolved when the customer's issue has been fully addressed and no further action is needed.

Conversations can be resolved:

• Manually by an agent clicking the resolve button

• Automatically by the AI agent after successfully handling a request

• Through automation rules you've configured

If a customer replies to a resolved conversation, it reopens and moves back to the Open view with the same assignee. The one exception is a muted conversation: muting resolves it, and customer replies don't reopen it for 6 hours.

Pending#

The Pending view shows conversations that are waiting on something before they can be resolved — typically a response or action from the customer.

Use the pending status when:

• You've asked the customer a follow-up question and are waiting for their reply

• You've requested additional information (e.g., order number, screenshots)

• You're waiting for the customer to confirm a solution worked

Marking conversations as pending helps keep your Open view focused on conversations that actually need your team's attention right now.

How to set a conversation to Pending#

Pending is what other helpdesks call Snooze. Commslayer has no separate Snooze button or Snoozed filter.

1. Open the conversation.

2. Click the small arrow next to the green Resolve button and choose Set pending.

3. Pick when the conversation should come back:

   • When customer replies: it stays Pending until the customer writes again.

   • In 1 hour, In 24 hours, Tomorrow, Next week or Next month: it reopens by itself at that time. Tomorrow means 9:00 the next day, Next week means Monday at 9:00, and Next month means the first Monday of next month at 9:00, in your local time.

   • Custom: choose your own date and time, for example three days from now.

A customer reply reopens a Pending conversation whichever option you picked.

Other ways to get to the same list:

• Press H while a conversation is open, then pick an option.

• Right-click a conversation in the list and choose Set pending.

• Use Send, pending to send your reply and set the conversation to Pending in one step.

To see everything you're waiting on, switch the status filter above the conversation list from Open to Pending.

How to resolve a Pending conversation#

On a Pending conversation the button at the top reads Reopen, so there is no Resolve button to click. Hover over it to see what the conversation is waiting for. To resolve it:

• Right-click the conversation in the list and choose Mark as resolved, or

• Click Reopen, then Resolve, or

• Send a reply with Send, resolve.

Pressing E on a Pending conversation reopens it. It does not resolve it.

Status, sorting and saved views#

The statuses on this page are the options in the dropdown at the top of a conversation list. Two related tools sit next to it:

• Sort sets the order of the list: last activity, last message, created date, priority or waiting time. Sorting the conversation list →

• Views in the left sidebar are saved filters. Inside a view the status dropdown is hidden, and the view's own Status filter decides what is listed. How to create a view →

What moves a conversation between views#

Back to Open

• The customer replies to a Pending or Resolved conversation. The conversation keeps its assignee.

• A Pending conversation reaches its set time.

• A teammate clicks Reopen. If that teammate has the Agent role, the conversation is assigned to them.

If the reopened conversation has no assignee, or its assignee isn't a collaborator of that inbox, and the inbox has auto-assignment on, it is assigned to an agent at that moment.

Your own reply does not change the status. If you answer a Pending or Resolved conversation with a plain Send, it stays where it is.

Out of Open without anyone clicking Resolve

If a conversation leaves your Open list and nobody resolved it by hand, one of these happened:

• The reply was sent with Send, resolve.

• An automation rule with the Resolve conversation action ran.

• An auto-label with a resolve action matched.

• The AI agent resolved it.

• Someone muted it. Muting also resolves the conversation.

• It was resolved after a period without activity. This is set in Settings → Account settings under "Number of days after a ticket should auto resolve if there is no activity". Leave the field empty to switch it off.

Switch the status filter to Resolved or Pending to find the conversation.

Conversations the AI agent is handling#

While the AI agent is working on a conversation, the conversation is listed under AI agent in the Views section of the sidebar. It is left out of All conversations, your inboxes, label lists and views, and it isn't counted in their sidebar numbers. This is why new chats or emails can seem to be missing after you switch the AI agent on for an inbox.

The lists under AI agent:

• Open: the AI agent is working on the conversation.

• Needs approval: a reply or action is waiting for your approval, or the AI agent asked your team a question.

• Handover: the AI agent handed the conversation over and it is still open. Waiting has no assignee yet, Assigned has one.

• Pending: the AI agent is waiting for the customer.

• Resolved: conversations that were resolved while the AI agent had them.

A conversation goes back to your regular lists when:

• the AI agent hands it over

• a teammate replies or is assigned to it

• the AI agent is removed for another reason, for example by an auto-label with Unassign AI agent

• it is resolved. Resolved conversations show in both places.

Switching the AI agent off, or removing an inbox from it in AI agent → Settings, moves every conversation it was holding back to your regular lists.

There is no setting that shows these conversations in All conversations. To see them in a view of your own, create a view with Assignee name set to your AI agent and no other assignee in that filter.

Questions#

Where is the Snooze button?

It is called Set pending. Click the arrow next to Resolve. Snoozed conversations are listed under the Pending filter.

Does a customer reply reopen a Pending or Resolved conversation?

Yes, and it stays with the same assignee. Muted conversations are the exception for 6 hours.

A customer replied but I can't see the ticket in Open.

Check how the list is sorted. Under Created at a reopened ticket stays at its old position, which can be far down the list. Sort by Last activity or Last message and it moves to the top.

All my tickets disappeared after I replied.

They are most likely Resolved or Pending. Switch the status filter from Open to Resolved or Pending. If this happens on every reply, check the list above for what resolves conversations on your account.

Tips for managing your views effectively#

• Work from the Open view — Focus on open conversations first, as these are the ones that need immediate attention.

• Use Pending to reduce noise — Move conversations to pending when the ball is in the customer's court. This keeps your open queue clean.

• Resolve when done — Resolve conversations promptly once the issue is handled. This keeps your metrics accurate and your inbox tidy.