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Documentation Index

Fetch the complete documentation index at: https://docs.messagedesk.com/llms.txt

Use this file to discover all available pages before exploring further.

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Manage Open, Closed & Assigned Conversations

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What Open and Closed mean

Mark conversations Open or Closed and assign owners to keep your inbox focused and your team aligned.

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Open vs. Closed

  • Open. Active and needs attention. You or a teammate is working the thread.
  • Closed. Resolved and archived from your active view. Reopen anytime.
Closing finished threads cuts clutter and helps your team see what actually needs action.

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Why Open and Closed matter

Conversation volume grows fast. Closing a thread once it’s resolved keeps your active list short and focused. Closing a conversation doesn’t just cut clutter for you. It also keeps your teammates’ view honest about what still needs work.

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Inbox views (filters)

Your inbox is a set of saved filters. By default you’ll see:
  • Open Inbox. All active conversations.
  • Closed Inbox. Conversations you’ve closed.
Your inbox defaults to Open Inbox. Look for the Open Inbox label/icon above the conversation list.
Use the Assignee filter to show only Unassigned conversations: threads without an owner yet. See Filter, search & sort for details.

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View open conversations

  1. Go to Inbox.
  2. Confirm the Open Inbox filter is selected.
  3. Click any conversation to work it.
New conversations start Open by default. Inbox Open Pn

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Close a conversation

  1. Open the conversation.
  2. Click Close (above the thread).
  3. The conversation disappears from your left-hand list and moves to Closed Inbox.
Close a thread once the request is resolved or no action is needed.
Inbox Close Individual Pn

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View closed conversations

  1. In Inbox, switch to Closed Inbox.
  2. You’ll see a list of closed threads.
  3. Click any thread to review or reopen.
Inbox Open To Closed Pn When you click Closed Inbox, your inbox view switches and you’ll see a list of closed conversations. The Closed Icon tells you you’re in the closed inbox. Inbox Closed Pn

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Reopen a closed conversation

  • Manual. In a closed thread, click Open to move it back to Open Inbox.
  • Automatic. Any new message in a closed thread (inbound or outbound) reopens it and marks it Unread in Open Inbox.
Inbox Reopen Conversation Pn
Any new message sent inside a closed conversation thread reopens that conversation in the Open Inbox and shows an unread icon next to it.

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Assign a conversation to teammates

Assign conversations to make ownership clear and avoid double work.
  1. Open the conversation.
  2. Click the Assign (person) icon (top-right).
  3. Select one or multiple teammates.
  4. Assigned teammates keep access to that thread.
Drop a quick internal comment when reassigning so the new owner has context.
Clean Shot2025 08 26at09 51 01 Pn

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FAQ

Do closed conversations stay closed forever?
No. You can reopen any time. New activity also reopens the thread automatically. Can multiple teammates be assigned?
Yes. Assign one or many. What happens when I close a conversation by mistake?
Open Closed Inbox, select the thread, and click Open to restore it. Will my teammate be notified when I assign a conversation?
If notifications are enabled for them, they’ll get one (per their notification settings).

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Troubleshooting

  • I don’t see the Close or Open button.
    Confirm you’re viewing a specific conversation (not just the list) and that you have permission to update its state.
  • My closed thread didn’t reopen when I replied.
    Make sure your reply was sent in that thread and not as a new message to the same contact.

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Best practices

  • Close fast, reopen when needed. Keeps the team’s working queue clean.
  • Assign on first touch. Ownership prevents duplicate replies.
  • Leave a comment on handoff. Summarize the situation and the next step.
  • Review the Closed Inbox weekly. Spot repeat issues and training opportunities.