Conversation status and who is looking after it
The four statuses a conversation moves through, what snoozing does and when it comes back, how the outcome differs from the status, and how to hand a thread to one person.
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Every conversation in Messages answers two questions on its Details tab: What's happening with this? — its status — and Looking after this — the one person on your team it belongs to. The status decides which group the row sits in; the person is who the office asks when a client calls to follow up.
A third question, Did this become a job?, is the outcome, and it is deliberately separate: a status is what is happening now, an outcome is what the conversation turned out to be. Both are written to the thread's history with a name and a time.
Overview
A new conversation is Open and sits under Needs a reply as long as the last word was the client's. Once you answer it moves to Waiting on them. From there you can park it until a date (Snoozed), or close it (Resolved, the Done group). A client who writes back reopens a resolved, waiting or snoozed conversation on their own — no cron, no button.
The four statuses
| Status | Which group | What it means |
|---|---|---|
| Open | Needs a reply, or Waiting on them once you have answered | Live. The waiting badge counts from the client's last message. |
| Waiting on them | Waiting on them | You have asked something and the ball is with the client. Set by hand when you want it out of Needs a reply without having replied. |
| Snoozed | Snoozed | Parked until a date and time you choose. Back on 14 Sep shows on the picker. |
| Resolved | Done (collapsed by default) | Finished. Mark done in the header sets it; Reopen clears it. |
How to snooze a conversation
- Open the conversation and press Details.
- Under What's happening with this? pick Snoozed. The picker reveals Bring it back when? with a date and time — the status is not written until there is one, because “parked until sometime” is how a lead disappears.
- Press Park it. The thread records Parked until a date by Dave and the row moves to Snoozed.
- It comes back on its own. A cron runs every fifteen minutes; when the time has passed the status returns to Open, the row returns to the working list and the history reads Came back on its date. Bring it back now wakes it early.
If the client writes while the conversation is snoozed, it wakes immediately and the deadline is cleared, so it cannot come back a second time.
Mark done, and the outcome
- Mark done sets the status to Resolved. It says nothing about whether you won the work.
- The outcome chip in the header — and the picker under Did this become a job? on the Outcome tab — records Won (it became a job), Lost (they went elsewhere, or said no), No reply (nobody at the company answered, or they went quiet after you did) or Not a job (a supplier, a job application, spam — left out of the won rate).
- Picking any outcome moves the row to Done, whatever its status. Picking Open clears the outcome; the monthly review then counts the conversation as not judged, never as lost.
- Every change is a line in the thread and on the History tab: Marked won by Dave, Outcome cleared by Ana, Marked resolved.
Looking after this
Looking after this lists the people on your team who can be assigned a lead — the same list the Leads board uses — with Nobody yet as the default. Picking a name writes Assigned to Marc by Dave into the history; picking nobody writes Unassigned by Dave. It is a label the office reads, not a filter: the conversation stays in the same group, and everyone who can read the inbox still sees it.
Assigning is the answer to “who spoke to her last?” when the client phones. Write it down here rather than in a note, so it shows on the Details tab and in the history.
Who can change it
Changing the status, the outcome or the assignee needs Requests at view, create and edit — Estimator, Dispatcher, Manager, owner and administrators. Someone with view only sees the current status and outcome as words, with no picker; the server refuses the change too, so hiding the control is not what keeps it safe.
Часті запитання
What is the difference between Resolved and Won?
Resolved is a status — the conversation is finished for now. Won is an outcome — it became a job. A resolved conversation with no outcome shows as Not judged yet in the review.
Can I snooze without a date?
No. Park it is disabled until you choose a date and time, and the server refuses a snooze with none.
Does assigning someone notify them?
No. It writes their name on the conversation and into its history; nothing is sent.
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