Understanding Conversations and Status Workflow

Every customer interaction in ChattyPie is tracked as a conversation. This article explains the conversation lifecycle, priority levels, and assignment workflow.

Conversation Statuses

Each conversation moves through a series of statuses:

Status	Meaning
OPEN	New or active — needs attention from your team
PENDING	Waiting on the customer to reply
RESOLVED	Issue addressed — no further action needed
CLOSED	Permanently closed (auto-closes after 7 days of RESOLVED)

Status Transitions

OPEN  →  PENDING  →  OPEN  →  RESOLVED  →  CLOSED
  ↑                                ↓
  └────────── Reopened ────────────┘

• When you reply and are waiting for the customer, set it to PENDING
• When the customer replies to a PENDING conversation, it automatically returns to OPEN
• Mark as RESOLVED when the issue is handled
• RESOLVED conversations auto-close after 7 days unless reopened

Priority Levels

Priorities drive SLA timers and help your team triage effectively:

• Urgent — System outage or critical blocker. SLA: respond within 1 hour.
• High — Important issue affecting the customer's workflow. SLA: respond within 4 hours.
• Medium — Standard request. SLA: respond within 8 hours.
• Low — Nice-to-have, general question. SLA: respond within 24 hours.

Set priority from the conversation sidebar or use the keyboard shortcut P to cycle through levels.

Assignment

Conversations can be assigned to a specific team member:

1. Manual — Click the assignee dropdown in the sidebar and select a team member
2. Round-robin — Enable in Settings > Routing to auto-assign incoming conversations evenly across online agents
3. Self-assign — Any agent can claim an unassigned conversation by clicking Assign to me

Triage Best Practices

• Process the inbox from oldest to newest to avoid stale conversations
• Use the Unassigned filter to find conversations that need an owner
• Set accurate priorities immediately — this ensures SLA timers start correctly
• Add tags as you triage so the team can filter by topic later