In DMLY’s Unified Inbox, every conversation has a status that helps your team track progress and manage workflow effectively.
There are two primary conversation states:
Open
Closed
Understanding how these statuses work is essential for proper team coordination and automation.
Open ConversationsAn Open conversation is actively being handled by a team member.
It appears under the Open folder in the Inbox.
It is assigned to a team member (or can remain unassigned).
Agents can respond normally.
The conversation is considered ongoing.
Keep a conversation Open when:
The issue is still being resolved
You are waiting for customer clarification
The conversation is actively ongoing
Follow-up is expected soon
Closed ConversationsA Closed conversation means the issue has been resolved or no further action is required.
It moves to the Closed folder.
It is marked as completed.
No further action is expected.
It can be reopened at any time if needed.
Close a conversation when:
The customer’s issue is resolved
The customer confirms completion
The inquiry is fully addressed
No response is received after follow-up
Important: AI Bot BehaviorBy default:
The AI bot only responds when the conversation is in the Closed state.
This allows automation to re-engage customers after human intervention.
This behavior can be modified when configuring your bot settings.
Reopening a Closed ConversationIf a customer replies after a conversation has been closed:
The conversation can be reopened automatically or manually.
Click the Open button at the top of the chat to resume handling.
Reopening moves the chat back to the Open folder.
Workflow Best PracticesTo maintain a clean and efficient inbox:
Close conversations immediately after resolution.
Avoid leaving resolved chats in Open status.
Regularly review Open conversations for inactivity.
Use automation rules to manage follow-ups.
Monitor Closed conversations for bot re-engagement triggers.
Quick ComparisonStatus | Purpose | Agent Handling | Bot Activity |
Open | Active conversation | Manual response | Bot paused |
Closed | Completed conversation | No action required | Bot active (default) |