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Everything on this page is about running the queue: what state a conversation is in, who owns it, what your team knows about it, and how to deal with many at once.

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Status

A conversation is Open, Pending or Resolved.
  • Resolve is the main button in the thread header. On a resolved conversation it becomes Reopen.
  • The arrow beside it opens the full list — Open, Pending, Resolved — and Snooze.
  • After a change, the confirmation offers Undo.
You can also change the status from a row’s menu without opening the conversation, or for many at once from the bulk bar. Resolving does not archive or hide anything. The conversation stays where it is; the status switch above the list is how you keep resolved conversations out of your working queue.
A customer message reopens a resolved conversation. When the customer writes again, the conversation goes back to Open by itself, so it shows up in the view your team works from. Your own replies, AI replies, automations and campaigns never reopen anything. A Pending conversation stays pending — that is a state somebody chose on purpose.
Triage from the list, not from the thread. Opening a conversation marks it read, which is exactly what you were avoiding when you decided to deal with it later.

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Pin

Pin to top — in the thread header’s ⋯ menu or a row’s menu — keeps a conversation at the top of the list. A pin is shared: it stays at the top of every teammate’s Inbox, not just yours, which makes it the way to say “the team is keeping an eye on this one”. Unpin puts it back in date order.

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Snooze

Snoozing takes a conversation out of the Inbox until a time you choose, or until the customer writes again — whichever comes first. Pick Snooze from the status menu, the ⋯ menu or a row’s menu: Times are your own clock. While a conversation is snoozed it appears only in the Snoozed view, with until … on its row and in the thread header. Unsnooze now brings it back early. When the customer sends a message, the snooze ends straight away and the conversation returns to the Inbox. When the time passes, it returns on its own — an open Inbox picks it up within a few minutes.

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Owner — a teammate or an AI agent

The Owner button in the thread header answers one question: who has this conversation. It shows You, a teammate’s name, an AI agent’s name, or Unassigned. The menu offers Assign to me first, then the workspace’s active AI agents, then Teammates with a dot showing whether each is online.
  • Picking a teammate assigns the conversation to them and notifies them. While a person owns a conversation, the AI does not reply to it.
  • Picking an AI agent hands the conversation to that agent and clears the human owner.
  • Unassign clears the human owner only. The agent that had the conversation earlier picks it back up, so the customer does not meet a new persona because the conversation changed hands twice.
Assign to me is also in a row’s menu and on the bulk bar.

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Pausing the AI on one conversation

The switch beside the owner reads AI on, AI paused or AI standing by. On narrower screens only its robot icon shows; hover it for the explanation.
  • AI on — an agent may answer this conversation.
  • AI paused — the AI stays quiet here. This happens by itself the moment a member replies from the Inbox, or replies from the Instagram app on their phone, so the bot never talks over a person mid-conversation. It stays paused until somebody clicks to resume.
  • AI standing by — a teammate owns the conversation, so the agent is silent whatever the switch says. Clear the owner to let it reply.
Everything else about agents is on AI agents.

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Private notes

A private note is a message to your team, written inside the conversation. The customer never sees it and it is never sent anywhere.
1

Switch to Private note

Above the composer, choose Private note instead of Reply, or press Alt + N. The box turns amber and says Only your team sees notes.
2

Write it

Up to 4,000 characters. Bold, italic, strikethrough and monospace work here on every channel, because notes are shown only in Watx.
3

Save it

Enter or Add note. It appears in the thread, in place, as a dashed amber card marked Private note with your name and the time.
A note is also a note on the contact: it shows in the contact panel, the contact drawer and the contact’s activity timeline, marked this chat in the panel when it was written in the conversation you are looking at. Deleting the conversation keeps its notes on the contact. Writing a note never shows the customer a typing indicator, and an AI agent never reads notes when it replies. A note can be written even after the 24-hour window has closed — the expired-window banner offers Add a note for exactly that. Teammates see a new note appear without a refresh. The author, or an admin, can delete a note with the bin that appears on hover. Members with the Viewer role can read notes but not write them.

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Who else is looking

The Inbox shows live presence, so two people do not answer the same customer twice.
  • A small people glyph on a list row means a teammate has that conversation open.
  • Inside the conversation, their initials sit in the header and a strip under it names them: “Anil is also viewing”, or “Anil is also replying” once they start typing a reply. Typing outranks viewing. Past two people it becomes “Anil and 3 others”.
Presence is based on tabs that are actually open; an entry older than about a minute and a half is ignored, so a suspended laptop does not keep claiming a conversation. Writing a private note does not count as replying.

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Search a conversation

The magnifier in the thread header — or Alt + F — searches the text of every message in this conversation, not just the ones loaded on screen. Type at least two characters. The bar shows 3 of 12 and jumps to each match, loading older history as needed. Enter goes to the next older match and Shift + Enter to the next newer one; Esc closes the search. Up to 100 matches are counted. A match further back than about a thousand messages cannot be reached this way, and the bar says so.

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The thread header’s other actions

The ⋯ menu holds the rest:
  • Pin to top / Unpin, and Snooze.
  • Mark as unread — closes the conversation and puts an unread badge back on it, so it waits for later.
  • Copy link to conversation — a link any teammate can open straight into this conversation.
  • Copy phone number or Copy handle.
  • Open contact — the full record in Contacts.
  • Refresh conversation.
  • Hide chat background pattern / Show chat background pattern — remembered on this device.
  • Keyboard shortcuts — the list on Keyboard shortcuts.

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The row menu

Hover a row in the conversation list and a ⋯ button appears in its corner. It works on a conversation without opening it. Deleting cannot be undone. The contact is not deleted, their private notes stay on the contact, and a new message from them starts a fresh conversation.

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Acting on several conversations

Click the select button beside the filter button, or Ctrl-click (⌘-click on a Mac) any row, to start selecting. Checkboxes appear on the rows; Shift-click selects everything between your last click and this one, and the checkbox above the list selects every row shown. A bar at the foot of the list says how many are selected and offers:
  • Read — mark them all as read.
  • Assign me — make you the owner of all of them.
  • Snooze — the same presets as above, except a custom date.
  • Resolve — or Reopen, when everything selected is already resolved.
On narrower screens the buttons show only their icons; hover for the name. The selection only ever covers rows still on screen, and changing the view or filters clears it.

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The contact panel

The panel beside the conversation carries what you need mid-conversation without leaving it. Each section folds away with a click on its heading, and the Inbox remembers which you folded on this device. At the top — the avatar, name and company, the phone number or @handle as a click-to-copy line, and quick links: Call, WhatsApp (when the conversation is on another channel), Email when there is an address, and Profile, which opens the contact. For the custom fields, marketing consent controls and the full activity timeline, open the contact from Contacts.

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Who can do what

Members with the Viewer role can read the Inbox, notes and the contact panel, and can copy numbers and links. They cannot change a status, owner, pin or snooze, write or delete notes, delete conversations, or reply. See Members and roles.