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Conversation statuses

CXP uses conversation status to explain where customer work is in the support lifecycle.

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Open

Use Open for active work that needs agent, AI Assistant, or team attention. Open conversations appear in open queue views and can be assigned to an agent or team.

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Pending

Use Pending when work is waiting on a customer, internal team, vendor, or other follow-up condition. Pending conversations can include:

• Pending On to show who owns the next action
• Pending Reason to explain why the conversation is waiting
• Pending At to record when it entered pending state

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Resolved

Use Resolved when the customer issue appears solved but the tenant wants a reopenable review state. Resolved conversations are no longer treated as active open work, but they remain available in history and search.

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Closed

Use Closed when the conversation is final under your tenant process. Closed conversations are historical records. Reopening rules depend on the channel and tenant conversation mode.

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Status hygiene

Use statuses consistently. Queue views, configured views, reporting, notifications, and follow-up processes all depend on accurate lifecycle state.