## Overview

Every conversation has a lifecycle: it's **open** while in progress, can be **snoozed** to leave the queue
and come back later, and is **resolved** when the case ends. If the customer replies, the conversation
**reopens** automatically. Mastering these transitions keeps your queues clean.

## Prerequisites

- An open conversation in an inbox you have access to.

## Step by step

1. **Resolve**: when the case is done, use the **resolve** action at the top of the conversation. It
   leaves the open queue and counts as resolved in reports.
2. **Snooze**: to pick it up later, choose **snooze** and set when it should return (for example, next
   reply, in a few hours, tomorrow, or a specific date).
3. **Reopen**: to resume a resolved conversation, use the **reopen** action — it becomes open again. If the
   contact sends a new message, the conversation reopens on its own.
4. Confirm the new status at the top of the conversation and in the queues.

## Settings & options

- **Resolve**: marks the conversation as done; feeds the resolution metrics.
- **Snooze**: common options include "until next reply", predefined periods and a custom date/time. At the
  set time, the conversation returns to the open queue.
- **Reopen**: manual (by the agent) or automatic (when the contact replies).
- **Pending**: use this status when you're waiting on something, without closing the conversation.

## Use cases

- Resolve a simple, already-answered case to clear the queue.
- Snooze a case that depends on the customer's reply and reschedule the reminder.
- Reopen a conversation when new information appears or the customer reaches out again.

## Tips, limits & best practices

- Resolve whenever you finish — clean queues make reports trustworthy.
- Prefer **snooze** over leaving conversations idle as open; snooze brings them back at the right moment.
- Use **pending** for "waiting on customer" and **snooze** for "come back at this time" — they serve
  different purposes.

## Troubleshooting

- **The conversation reopened by itself**: the contact sent a new message — that's the expected behavior.
- **The snoozed conversation didn't return**: check the snooze date/condition and the filter/queue you're in.

## See also

- [Assignment, status, priority and labels](/hc/ajuda/articles/conversations-atribuicao-status-prioridade-labels-en)
- [SLA policies and deadline tracking](/hc/ajuda/articles/conversations-sla-en)
- [Support overview](/hc/ajuda/articles/conversations-overview-en)