Conversation status

Every conversation in the inbox has one of three statuses. Together they describe its whole life, from the first message to the archive.

Open, closed, resolved

Open

A conversation is Open from the moment it's created and stays that way until someone closes it. This is the live state — it's what the Open column shows, and it's where replying happens. An open conversation never expires on its own; it leaves the Open column only when a person (or the AI agent) closes it.

Closed

Closed means the conversation has been handled, but it's still recent enough that the customer might come back. Closing is reversible — it's a waiting room, not an archive:

• If the customer sends another message, or the conversation is reassigned, it reopens automatically and returns to your Open column.
• If nothing else happens, it eventually moves to Resolved on its own (see the timings below).

Resolved

Resolved is the terminal state — the conversation is archived and considered done. Unlike closed, it doesn't reopen: if the same customer reaches out later, KonvoAI starts a new conversation rather than reviving the old one. A conversation becomes resolved either when someone resolves it explicitly, or automatically once it's been closed long enough.

When conversations auto-resolve

A closed conversation moves to resolved on its own once enough time has passed since it was closed. How long depends on the channel:

A few details worth knowing:

• The clock starts when the conversation is closed. An open conversation never auto-resolves — only closed ones do.
• Reopening resets the clock. If a closed conversation reopens (a new message or a reassignment) and is later closed again, the timer starts over from the new close.
• Resolution runs hourly. KonvoAI checks for closed conversations past their threshold once an hour, so a conversation resolves within about an hour of crossing it.