Conversation status: open, pending, snoozed, closed
Four statuses cover every conversation in Ochre. Here is what each one means, when to use it, and how reopens behave.
Every conversation in Ochre has one of four statuses: open, pending, snoozed, or closed. Status drives which filters the conversation appears in, what reports count, and what happens when the customer replies.
Open
The default. The conversation is active and waiting for a reply.
Open conversations show up in the All filter, in Mine if you're the assignee, and in Unassigned if no one owns them. They count toward live SLA timers.
A conversation goes Open when:
- It's first created. - A customer replies on a
pendingorsnoozedconversation (post-ingest re-opens it). - A customer replies on aclosedconversation (post-ingest reopens it). - You manually flip the status back to Open.
Pending
Waiting on the customer.
Use Pending when you've replied and the ball is in their court. Pending hides the conversation from the default open view. When the customer replies, the post-ingest pipeline flips the status back to open and pops the conversation to the top of your queue.
Pending is most useful for "we're waiting on you to send the screenshot" or "let us know if that fix worked." Without Pending, those threads either rot in your queue or get prematurely closed.
Snoozed
Parked manually. There is no wake-time scheduler in v1 — snoozed is just a status. The conversation drops out of the active filters and stays out until you (or anyone) unsnooze, or the customer replies.
If the customer replies before you unsnooze, the post-ingest pipeline flips the status back to open. You won't miss a customer message because of a snoozed status.
Closed
Resolved. Out of your queue.
Click Close in the conversation header to flip the status. Three things happen:
- Status flips to
closed. 2. A CSAT survey is sent to the customer (if CSAT is enabled at the workspace level). See CSAT. 3. You're redirected back to the filter view you came from.
If a customer replies on a closed conversation, the post-ingest pipeline reopens the existing conversation rather than spawning a new one — the thread continues from where it left off, with full history.
Auto-close
If you've enabled auto-close at Settings → Routing, idle open conversations close on their own after the configured number of days. The auto-close path inserts a system note ("Conversation closed by Ochre AI") and fires the same CSAT survey. See Auto-close.
Status transitions at a glance
- New inbound: Open. - You set Pending: Pending. - Customer replies on Pending: Open. - You set Snoozed: Snoozed. - Customer replies on Snoozed: Open. - You close: Closed; CSAT fires. - Customer replies on Closed: Open (same conversation). - Auto-close cron fires on idle Open: Closed; system note + CSAT.
Status and reports
Resolution time is measured from created_at to the close timestamp. If a conversation reopens after a customer reply on a closed thread, the resolution metric updates on the next close.
What about archived
Ochre does not have a separate archive. Closed is the archive. Old closed conversations are searchable and never auto-deleted.
Related
- Snoozing conversations for the snooze status specifically. - Auto-close for the cron that closes stale threads.
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