Above your conversation list are four tabs. They are not open and closed, and knowing the difference is what makes the inbox quick to work through.
Every conversation is in exactly one of them.
Needs reply
Open conversations a person is handling, where the last message was not a reply from your team.
This is your work queue. If you only look at one tab, look at this one, and it is where the inbox opens by default.
Waiting
Open conversations where your team replied last, so the ball is with the customer.
Nothing here needs you right now. It is the tab to scan when you want to know what is outstanding rather than what is urgent.
AI
Open conversations the AI is still handling. Nobody has taken these over.
Worth dipping into occasionally even when your queue is clear, because it shows you how your agent is doing on live conversations.
Resolved
Closed conversations. This includes both the ones your team closed and the ones the AI handled to a finish, so it is the whole picture rather than only human work.
How conversations move
A conversation the AI is handling sits in AI. The moment a person takes it over it moves to Needs reply. When your team replies it moves to Waiting. When the customer writes back it returns to Needs reply. Closing it moves it to Resolved.
One useful detail: internal notes do not count as a reply. Leaving a note for a colleague keeps the conversation in Needs reply, which is what you want, because the customer is still waiting.
An AI reply does not clear the tab
Only a reply from a person counts. If the AI answers a conversation a human has taken over, it stays in Needs reply.
Frequently asked questions
Why has the tab strip disappeared?
It is hidden in the Mentions view, because a mention can be on a conversation in any status.
What do the numbers mean?
How many conversations are in that tab, matching whatever view and filters you have set.
Can I filter by status another way?
The search and filter drawer has a status filter, and it overrides the tab until you click a tab again.