Home Using Commslayer Understanding conversation views: All, Open, Resolved, and Pending

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

Last updated on Feb 19, 2026

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.

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

  • 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 will automatically reopen and move back to the Open view.

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.

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.