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 Conversations

An Open conversation is actively being handled by a team member.

What Happens When a Conversation is Open?

• 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.

When to Keep a Conversation Open

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 Conversations

A Closed conversation means the issue has been resolved or no further action is required.

What Happens When a Conversation is Closed?

• 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.

When to Close a Conversation

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 Behavior

By 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 Conversation

If 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 Practices

To 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 Comparison