> ## Documentation Index
> Fetch the complete documentation index at: https://docs.cxp.crescendo.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Conversation statuses

> Reference the lifecycle statuses used by CXP conversations.

# Conversation statuses

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

## 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.

## 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

## 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.

## 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.

## Status hygiene

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