Conversation Statuses
A conversation's status tells you whether a guest is waiting for an answer, whether the exchange is resolved, and whether a person needs to step in.
The statuses at a glance
| Status | What it means for you | What to do |
|---|---|---|
| Open | The guest is waiting for an answer. There may be a draft ready for review, or the guest's message may still be unanswered. | Review any draft and send it, or write your own reply. See Replying to Guests. |
| Closed | The guest's last message has been answered and the exchange is resolved for now. | Nothing. Closed conversations stay in your list for reference and reopen automatically if the guest writes again. |
| Needs attention | The conversation is waiting for a person. Automatic replies are paused until staff step in. | Read the conversation and respond. The flag clears once your team handles the case. |
You don't manage statuses by hand
Statuses follow the conversation naturally:
- A guest writes on a connected channel such as WhatsApp or Instagram. The conversation opens.
- When a reply is sent — automatically or by staff — the conversation closes.
- If the guest writes again — even weeks later — the same conversation reopens with its full history intact.
Escalated conversations need a person first
When a conversation is flagged as needing attention, automatic replies stop until staff have handled it, so guests get a human answer in situations that call for judgment. For how to resolve these cases, see When Brixa Escalates.
Using statuses to plan your day
Work conversations flagged as needing attention first, since guests there are waiting for a person. Then go through open conversations with pending drafts. Closed conversations need no action — they reopen for you the moment a guest returns. For finding these in your list, see Viewing Conversations.