Each conversation in Chattering carries a status and an optional priority. Together they control what shows in your inbox and how urgently the team handles it. Snoozing is a third tool that temporarily removes a conversation from view until a time you choose.
Status
Status tells you where a conversation sits in its lifecycle.
Open is where every conversation starts, and it stays Open until you snooze or close it, even after the AI has answered. Open conversations appear in the default inbox view. If you set Reply targets in Settings → Inbox, the clock runs only while a visitor is waiting for a person.
Snoozed means you've asked Chattering to hide the conversation until a specific time. The status shows as Snoozed rather than Open, and the conversation won't appear in your main inbox until the snooze expires. More on snoozing below.
Closed means the issue is resolved. Chattering removes a closed conversation from the active queue, but it stays searchable and reappears if the customer replies. On the trial and paid plans, closing also triggers something useful: Chattering drafts a help article from the conversation, unpublished, waiting in Help center → AI drafts. A question you answered once becomes documentation you can publish in one click.
You can reopen any closed conversation with the Reopen button in the conversation header or the Status field in the details panel.
Priority
Priority is optional, and most conversations work fine without it. It becomes useful when your inbox is busy and the team needs to agree on what to handle first.
There are three built-in levels, and you can rename them or add your own (up to eight):
- High — for anything time-critical where a delay causes real damage: SLA clocks, outages, payment failures.
- Medium — for issues that need a same-day response but aren't on fire: feature-blocking bugs, escalations, frustrated repeat customers.
- Low — for questions that can wait: feature ideas, general feedback, non-blocking questions the customer flagged as not urgent.
New conversations start with no priority. AI triage (on the trial and paid plans), a visitor asking for a human, or a bug report's severity can set one; otherwise it stays at None until you change it.
How to change priority: Open a conversation and look in the right-hand detail panel. There's a Priority field in the Properties group, just below Status. Click it to pick a different level. You can also press P in the inbox to set priority from the keyboard.
Priority doesn't change the inbox order, which follows the latest activity, and it doesn't change routing or assignments on its own. Rules in the left rail can set a conversation's priority or assign it to you automatically, based on things like the message text, channel or reported severity.
Snooze
Snoozing hides a conversation until a time you pick. It's useful when you're waiting on a customer to follow up, or when a question makes more sense to handle tomorrow morning.
To snooze a conversation:
- Open the conversation.
- Click the Snooze (clock) button in the action bar at the top.
- Pick a duration: Later today (4 hours from now), Tomorrow (9 AM tomorrow), Next week (Monday at 9 AM), or Until I unsnooze.
- The conversation disappears from the Open list and its status changes to Snoozed.
When the snooze expires, the conversation status flips back to Open the next time the inbox loads, and it returns to the Open list in order of its latest activity. If the customer replies before the snooze expires, the conversation stays snoozed until its wake time or until you unsnooze it.
You can cancel a snooze at any time by opening the conversation and clicking the Snooze button again, or by choosing Unsnooze now in the command palette (⌘K).
Close
Closing marks a conversation as handled. You can close from the action bar at the top of any conversation, or by pressing E as a keyboard shortcut. Closed conversations move out of the active queue but remain searchable — if the customer replies, the conversation reopens automatically.
Filters
The list header lets you filter by Open, Snoozed, Closed, or All. The search box matches conversation content, contact name, and message text — useful when you remember something about a conversation but can't find it by status alone.