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Documentation Index

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Every conversation in the Galantis Inbox has a status that reflects its current state in the support workflow. Statuses help agents prioritize work, track which conversations need attention, and close out resolved threads. Understanding how statuses work — and how they transition — is essential for running an organized and responsive inbox.

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What this covers

  • The three conversation statuses and what each means
  • How agents transition conversations between statuses
  • How conversations reopen automatically
  • The relationship between conversation status and the WhatsApp 24-hour window

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Conversation statuses

StatusMeaning
OPENActive conversation — requires agent attention or action
PENDINGWaiting on a customer reply or an internal action before the next step
RESOLVEDConversation is closed — no further action needed

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OPEN

A conversation is OPEN when it requires attention. All new inbound messages arrive as OPEN. This is the default working state — agents pick up OPEN conversations to reply, investigate, or escalate.

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PENDING

PENDING indicates the conversation is in a waiting state. Use this status when you have replied and are waiting for the customer to respond, or when a task needs to be completed internally before the conversation can move forward. PENDING is a holding state, not a closed one. Conversations in PENDING remain visible and can be actioned at any time.

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RESOLVED

RESOLVED closes the conversation. Use this when the customer’s issue or question has been fully handled and no further action is expected. Resolved conversations are removed from the active queue but remain accessible in conversation history.
Resolving a conversation does not affect the WhatsApp 24-hour window. If the window is still active when a conversation is resolved, it will remain active until 24 hours after the customer’s last inbound message.

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Transitioning between statuses

Agents transition conversations manually using the status controls in the conversation view. Any agent with access to the Inbox can update the status of a conversation assigned to them. Admins can update the status of any conversation. Typical workflow:
  1. New inbound message arrives → conversation is OPEN
  2. Agent replies and is waiting for customer response → agent moves to PENDING
  3. Customer replies → conversation moves back to OPEN automatically
  4. Issue resolved → agent moves to RESOLVED

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Automatic reopening

When a customer sends a new inbound message to a conversation that is RESOLVED, the conversation reopens automatically to OPEN. This ensures no customer message is missed because a thread was previously closed. The reopened conversation retains the full message history from previous sessions, giving agents the context they need without starting a new thread.

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Relationship with the WhatsApp conversation window

The conversation lifecycle status in Galantis and the WhatsApp 24-hour window are separate concepts that run in parallel:
  • Galantis status reflects the internal workflow state managed by your team.
  • WhatsApp window reflects Meta’s policy on what type of message can be sent.
A conversation can be RESOLVED in Galantis while the WhatsApp window is still open. Equally, a conversation can be OPEN in Galantis while the WhatsApp window has closed — meaning an agent cannot send a free-form message until the customer writes again or an approved template is used. See Conversation Window for how the 24-hour window affects what agents can send at any given point.