> ## 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.

# Open, Close & Assign Conversations

> Manage MessageDesk SMS conversation states. Open, close, reopen, and assign threads to teammates so nothing slips through and every message gets answered.

# Manage Open, Closed & Assigned Conversations

## What Open and Closed mean

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

#### 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.

<Note>
  Closing finished threads cuts clutter and helps your team see what actually needs action.
</Note>

## 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.

## 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.

<Tip>
  Your inbox defaults to **Open Inbox**. Look for the **Open Inbox** label/icon above the conversation list.
</Tip>

Use the **Assignee** filter to show only **Unassigned** conversations: threads without an owner yet. See [Filter, search & sort](/inbox/filter-search-sort) for details.

### 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.

<img src="https://mintcdn.com/messagedesk/G9q3wM8XdfM_f_-A/images/inbox-open.png?fit=max&auto=format&n=G9q3wM8XdfM_f_-A&q=85&s=64a792815298c7dc7311ad6e6a386af6" alt="Inbox Open Pn" width="3504" height="2126" data-path="images/inbox-open.png" />

### 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**.

<Tip>
  Close a thread once the request is resolved or no action is needed.
</Tip>

<img src="https://mintcdn.com/messagedesk/nrKUicTVZcNgOPWB/images/inbox-close-individual.png?fit=max&auto=format&n=nrKUicTVZcNgOPWB&q=85&s=3c370a9be0c12e28205c71931c8a4c49" alt="Inbox Close Individual Pn" width="3504" height="2126" data-path="images/inbox-close-individual.png" />

### 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.

<img src="https://mintcdn.com/messagedesk/nrKUicTVZcNgOPWB/images/inbox-open-to-closed.png?fit=max&auto=format&n=nrKUicTVZcNgOPWB&q=85&s=c4299f6fb4a8d51a5dfdc383f5c0732e" alt="Inbox Open To Closed Pn" width="3504" height="2124" data-path="images/inbox-open-to-closed.png" />

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.

<img src="https://mintcdn.com/messagedesk/nrKUicTVZcNgOPWB/images/inbox-closed.png?fit=max&auto=format&n=nrKUicTVZcNgOPWB&q=85&s=6e991fc68a10345c71bdd353a411ec98" alt="Inbox Closed Pn" width="3504" height="2126" data-path="images/inbox-closed.png" />

### 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**.

<img src="https://mintcdn.com/messagedesk/G9q3wM8XdfM_f_-A/images/inbox-reopen-conversation.png?fit=max&auto=format&n=G9q3wM8XdfM_f_-A&q=85&s=64d4b106f6c4ba1b4921d70b0f343883" alt="Inbox Reopen Conversation Pn" width="3504" height="2126" data-path="images/inbox-reopen-conversation.png" />

<Note>
  Any new message sent inside a closed conversation thread reopens that conversation in the Open Inbox and shows an unread icon next to it.
</Note>

## 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.

<Tip>
  Drop a quick internal [comment](/inbox/comments-mentions) when reassigning so the new owner has context.
</Tip>

<img src="https://mintcdn.com/messagedesk/DFyhS--f9765i8-r/images/CleanShot2025-08-26at09.51.01.png?fit=max&auto=format&n=DFyhS--f9765i8-r&q=85&s=5783a4441b00b6a16388a403e0c24ef2" alt="Clean Shot2025 08 26at09 51 01 Pn" width="1539" height="1382" data-path="images/CleanShot2025-08-26at09.51.01.png" />

## 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).

## 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.

***

## 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.