Statuses and closing
What each status means, when to close a conversation, and what Spam does.
The status is how a conversation reports itself to everyone who isn't in it. It is one dropdown in the header, and it changes as soon as you pick — there is nothing to save.
- 1
- The status of this conversation, changed here
The five
| Status | Means | Set it when |
|---|---|---|
| New | Nobody has dealt with it. | It arrives — this is where every conversation starts. |
| In progress | Somebody is on it. | You've taken it and started answering. |
| Waiting | Answered; something outside the inbox has to happen. | You're waiting on the guest, the kitchen, a supplier. |
| Closed | Nothing outstanding. | The guest has what they needed. |
| Spam | Junk. | It isn't a guest. |
Waiting is the one teams skip and then miss. It is what separates "I've answered and it's on them" from "I haven't looked at it" — without it, both look like New to the next shift.
Closing
Closed moves the conversation out of the working buckets and into Closed. Nothing is deleted and nothing is hidden: the thread is still searchable, and if the guest writes again the conversation comes back with their message.
That's why closing generously is right. A queue where everything finished stays open is a queue nobody trusts.
Spam
Spam is for what isn't a guest at all — bots, cold sales, a wrong number. It behaves like Closed but keeps the junk out of the way of anyone reviewing what was actually finished.
Spam is not for guests you'd rather not answer
A rude message is still a guest. Mark spam only for what isn't one — the bucket is how a manager audits "did we really deal with everything", and putting real people in it quietly breaks that.
Several at once
Selecting rows in the list brings up the bar with Mark status… and Close. End of shift, a dozen threads that were answered and never closed: tick, close, done.
Every status change is immediate and visible to the rest of the team — there is no draft state and no undo, but nothing is destroyed either. Setting a status back is just as quick.