Conversation list & statuses

Every conversation row in the inbox is a live summary, not a static list item. Understanding how the sidebar counts, the row badges, and the queue's default filters work helps you trust what the list is telling you at a glance.

The sidebar counts are computed per user, in real time:

Inbox counts conversations assigned to your team that are open or waiting on the customer — essentially everything your team owes a reply on. The count breaks out conversations where the customer is waiting on a human reply.
Mine counts conversations where you are the assignee, you were mentioned, or you opened the conversation, and a human still needs to act. This includes conversations waiting on the customer where you are the owner.
Waiting counts conversations where your team sent the last message and the customer has not replied — no action is required from you, but you are waiting on them.
AI Handling counts conversations the AI support agent is currently handling.
AI Resolved counts conversations the AI resolved without a human.
Resolved and Spam count conversations in those states handled by humans.

Unread counts are per teammate: opening a conversation marks it read for you, not for the team.

The two layers of state

A conversation's state has two dimensions:

Status — the lifecycle state: Open, Waiting on Customer, Resolved, or Spam.
Flow state (AI layer) — who is handling it: AI handling, waiting for human, after-hours queue, assigned to human, resolved by AI, or resolved by human.

The list merges both layers into badges. A conversation can be Open while the AI is actively handling it, or Waiting on Customer after a teammate sent the last reply.

Badges you will see

Badge	Meaning
AI Active (blue)	The AI support agent is handling this conversation right now.
Escalated by AI (amber)	The AI hit a handoff condition and passed it to humans.
After Hours (slate)	The conversation is queued outside your business hours.
Resolved by AI (green)	The AI resolved it without a human reply.
Requested Human (amber)	The customer explicitly asked for a person.

If a human has taken over, the AI badges are suppressed — takeover always wins.

Default filters per view

Each view opens with sensible default filters you can then adjust:

Inbox — Open + Waiting on Customer, all assignment states, AI handoffs included.
Mine — Open + Waiting on Customer, assigned to me / mentioned me / opened by me.
Waiting — Waiting on Customer only.
AI Handling — Open, AI handling.
AI Resolved — Resolved, resolved by AI.
Spam — Spam.

These defaults are the same filters available in the filter menu, so you can always widen or narrow from a known starting point.

Sorting and ordering

The list sorts by the newest activity first by default — the last message or state change, not the original creation date. You can switch to oldest-first in the filter menu. Unread conversations stay visibly distinct via unread indicators, so sorting never buries them.

Unread indicators

Rows show unread customer message counts for you personally. Opening the conversation clears your unread count; marking a conversation as unread from its action menu restores it. A "manually marked unread" flag persists until you open it again.

Mailbox scoping

Selecting a team inbox in the sidebar scopes every count and list to that inbox. Selecting the shared inbox shows all conversations across mailboxes. The counts you see are always scoped to your current selection.

Was this article helpful?

What each sidebar view means