What are the different conversation statuses?
To change a conversation's status, look for "Change status" in the conversation's menu •••.
A new conversation starts, this is the moment to decide who is in charge.
If no action is taken on the message, a reminder will be posted in the channel after 24h (you can customize this reminder).
Action required ✍️
The conversation has been assigned to you or one of your teammates and s/he must take action on it (e.g. reply or mark the conversation as done).
If no action is taken on the message, a reminder will be sent in a private message to the assignee after 48h (you can customize this reminder).
Awaiting reply ⌛
You've taken care of the conversation but want to make sure that you'll receive a reply.
If no reply is received after 3 days (you can customize this delay), an invitation to follow up will be sent in a private message to the assignee.
If a reply is received, the conversation goes back to the "Action required" status.
Mark the conversation as done to let your teammates know it has been taken care of.
A conversation is automatically marked as done when someone replies unless you define a different "default send action" in the connected accounts' settings.
If a new message is received, the conversation goes back to the "Action required" status.
This is to let your teammates know that the conversation is no longer active. If a new message is received, a new conversation will be started (with a link to the previous conversation).