Manage Conversation Status

What this guide covers

This guide explains the conversation status system in the JobsiteOn inbox. You will learn what each status means, when to use each one, how to change status on individual conversations and in bulk, and how the snooze feature helps you manage timing-sensitive follow-ups.

By the end of this guide you will know how to:

• Understand the three conversation statuses: Open, Closed, and Snoozed
• Change the status of a single conversation
• Use bulk status changes to manage multiple conversations at once
• Snooze conversations with a specific wake-up time
• Use status filters to focus your inbox view

Before you begin

Make sure you have:

• Inbox access enabled for your user account
• At least a few conversations in your inbox to practice with. The status system is most useful when you have multiple conversations to organize.
• Familiarity with the inbox layout. If you are new to the inbox, start with How Email Works in JobsiteOn first.

Understanding the three statuses

Every conversation in your inbox has exactly one status at any given time. The three statuses are:

Open

An Open conversation requires attention. It might be waiting for a reply from your team, waiting for you to review a customer's message, or in active discussion.

When a conversation is Open:

• It appears in the default inbox view
• It counts toward your unresolved conversation total
• It signals to your team that action is needed

When to keep a conversation Open:

• A customer is waiting for your reply
• You are in an active back-and-forth exchange
• An internal discussion about the conversation is still ongoing
• The conversation needs review before closing

Closed

A Closed conversation is resolved. The customer's question has been answered, the issue has been fixed, or the exchange has reached a natural conclusion.

When a conversation is Closed:

• It moves out of the default inbox view (into the Closed filter)
• It no longer counts toward your unresolved total
• It is still fully accessible and searchable
• It automatically reopens if the customer sends a new reply

When to close a conversation:

• You have answered the customer's question and they confirmed satisfaction
• The issue discussed in the conversation has been resolved
• The customer has not responded after your follow-up and a reasonable time has passed
• The conversation was opened in error or is a duplicate

Tip: Close conversations promptly after resolution. A clean inbox with only truly active conversations helps your team focus and reduces the cognitive load of scanning for what needs attention.

Snoozed

A Snoozed conversation is temporarily hidden from your active inbox. It reappears automatically at a specific date and time you choose.

When a conversation is Snoozed:

• It disappears from the default inbox view
• It does not count toward your unresolved total
• It reappears and becomes Open at the scheduled time
• It immediately reopens if the customer sends a new reply before the snooze ends

When to snooze a conversation:

• You are waiting for the customer to send information before you can proceed
• You need to follow up with the customer at a specific future date
• A conversation requires action next week but you do not want it cluttering your inbox today
• You are waiting for an internal team member to complete a task before you can respond

Note: Snooze is not the same as Close. Use Close when the conversation is done. Use Snooze when the conversation is not done but does not need your attention right now.

Changing status on a single conversation

You can change a conversation's status from either the inbox list or the conversation detail view.

From the conversation detail view

1. Open the conversation by clicking it in the inbox list
2. Find the status control in the conversation header area (near the top of the detail panel)
3. Click the status control to see the available options
4. Select the new status:
   • Close -- marks the conversation as Closed
   • Snooze -- opens the snooze time picker (see the snooze section below)
   • Reopen -- if the conversation is currently Closed or Snoozed, this sets it back to Open

The status change takes effect immediately and is visible to all team members.

From the inbox list

1. Hover over a conversation in the inbox list
2. Quick-action icons appear on the conversation row
3. Click the close icon (checkmark) to close the conversation, or the snooze icon (clock) to snooze it

This is the fastest way to triage your inbox -- you can close or snooze conversations without opening them.

Tip: Use the keyboard shortcut E to close the currently selected conversation and Z to snooze it. This makes triaging your inbox extremely fast.

Using the snooze feature

Snooze is one of the most powerful tools in your inbox. It lets you defer conversations until the right moment without losing track of them.

Setting a snooze time

When you snooze a conversation, a time picker appears with convenient preset options:

• Later today -- snoozes until the end of your business day
• Tomorrow morning -- snoozes until 9:00 AM the next business day
• Next week -- snoozes until 9:00 AM next Monday
• Custom date and time -- choose any specific date and time

Select the option that matches when you want the conversation to reappear.

What happens when a snooze expires

At the scheduled time, the conversation:

1. Moves back to your inbox
2. Changes status to Open
3. Appears at the top of your inbox list as if it is new activity
4. Triggers a notification to the assignee (if one is set)

This ensures you never forget to follow up. The conversation demands your attention exactly when you planned.

Canceling a snooze

If you need to act on a snoozed conversation before the scheduled time:

1. Switch to the Snoozed filter in your inbox
2. Find the snoozed conversation
3. Click it to open it
4. Change the status to Open or take action directly

Tip: Snooze is ideal for the "waiting on the customer" scenario. If you sent a quote and are waiting for the customer to review it, snooze the conversation for 3 days. When it reappears, you will know it is time to follow up if the customer has not responded.

Bulk status changes

When you need to organize many conversations at once, bulk actions save significant time.

Selecting multiple conversations

1. In the inbox list view, use the checkbox that appears on each conversation row
2. Click the checkbox on each conversation you want to include in the bulk action
3. A bulk action bar appears at the top of the list showing how many conversations are selected

Applying a bulk status change

With conversations selected, the bulk action bar offers:

• Close all -- sets all selected conversations to Closed
• Snooze all -- sets all selected conversations to Snoozed (you pick one snooze time for all)
• Reopen all -- sets all selected conversations back to Open (useful when viewing Closed conversations)

Click the desired action to apply it to all selected conversations at once.

Common bulk triage scenarios

• End of day cleanup: Select all conversations you have resolved today and close them in one action
• Friday afternoon: Select conversations that need follow-up next week and snooze them all until Monday
• Team handoff: Reopen a batch of closed conversations that need fresh review from a new team member

Note: Bulk actions cannot be undone with a single click. If you accidentally close or snooze the wrong conversations, you will need to individually reopen them.

Using status filters

The inbox provides filter controls to show conversations based on their status.

Available filters

• Open -- shows only Open conversations (this is the default view)
• Closed -- shows only Closed conversations
• Snoozed -- shows only Snoozed conversations with their scheduled reappearance times
• All -- shows all conversations regardless of status

Combining status filters with other filters

Status filters work alongside other filter dimensions like assignee, contact, and date range. For example, you can filter to see "Open conversations assigned to me from the last 7 days" to get a focused personal to-do list.

See Search and Filter Conversations for the full filtering guide.

How status changes affect your workflow

Automatic status changes

Some status changes happen automatically:

• New inbound email -- creates a new conversation with Open status
• Customer reply to a Closed conversation -- automatically reopens the conversation
• Customer reply to a Snoozed conversation -- immediately un-snoozes and reopens the conversation
• Snooze timer expires -- automatically changes status from Snoozed to Open

Status and assignment interaction

Status and assignment are independent. A conversation can be Open and unassigned, Open and assigned, Closed and assigned, and so on. Closing a conversation does not remove its assignee, and assigning a conversation does not change its status.

This independence gives you flexibility. For example, you might close a conversation but keep it assigned to yourself so you can easily find your resolved conversations later.

Troubleshooting

I closed a conversation but it keeps reopening

This is expected behavior. When a customer replies to a closed conversation, JobsiteOn automatically reopens it so you do not miss their message. If the customer keeps sending messages to a resolved topic, reply to let them know the issue is resolved, then close again.

Snoozed conversations are not reappearing at the scheduled time

Check the following:

• Verify the snooze time was set correctly by checking the Snoozed filter view, which shows the scheduled reappearance time for each conversation
• Make sure you are checking the inbox after the scheduled time has passed
• If the customer replied before the snooze expired, the conversation may have already reopened and been processed

I cannot change the status of a conversation

If status controls are not available:

• Check that your user role has permission to manage conversation status
• Try refreshing the page to reload the inbox
• Contact your workspace administrator if the issue persists

FAQ

Does closing a conversation delete it?

No. Closing a conversation simply changes its status. The conversation, all its messages, attachments, and history remain fully intact and searchable. You can reopen it at any time.

Can I set a default status for new conversations?

All new inbound conversations start as Open by default. This cannot be changed. Conversations you create by composing a new email also start as Open.

What happens to snoozed conversations if I am out of office?

Snoozed conversations reappear at the scheduled time regardless of whether you are logged in. They will be waiting in your inbox when you return. If the conversation is assigned to you, other team members can also see and act on it when it reappears.

Is there a limit to how far in the future I can snooze a conversation?

You can snooze a conversation up to one year in the future. For most business use cases, snoozing for a few days to a few weeks is typical.

Related articles

• Reply to Customer Conversations
• Assign Conversations to Team Members
• Search and Filter Conversations
• How Email Works in JobsiteOn