Conversation lifecycle

States

Conversations move through statuses such as:

• Unresolved — Active; AI may generate replies if channel rules allow.
• Escalated — Human or tier-2 handling; AI generation may be skipped to avoid duplicate replies.
• Resolved — Closed; automation typically stops until the customer reopens.

Exact status labels in the product match the values stored for your organization (see the Inbox filters and conversation headers).

Routing pipeline

1. Channel delivers a normalized message.
2. Channel manager persists and dedupes events.
3. Router finds or creates contact and conversation.
4. If status allows, AI agent runs with RAG and tools.
5. Outbound sender returns replies on the same channel.

Escalation triggers

Besides explicit escalateConversation tool calls, prompts may detect frustration (keywords, caps, punctuation) per support agent configuration.

Best practices

• Define clear SLAs for escalated threads in your support process.
• Use resolve when the customer confirms satisfaction to keep analytics accurate.

See Conversations (Inbox).