Mark conversations Open or Done
Mark a conversation Done when it's handled — it moves out of your Open list for the whole team, and you can reopen it with one click if the customer comes back.
Step-by-step (web)
Open the conversation in the Inbox.
Click the green Done button in the top-right of the thread header.
The conversation's status badge flips to done and it leaves the Open list.
To bring it back, open it from the Done list and click Reopen (the same button, relabeled).
Filtering the list
- At the top of the Inbox, use the Open / Done toggle to switch views.
- The count badge next to the Inbox title shows how many conversations match the current filter.
On your phone
- The mobile inbox has Open / Done / All segments at the top.
- Swipe a conversation row left to reveal quick actions and tap Done without opening the thread.
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Frequently asked questions
Does marking Done affect my teammates?
Yes — Open/Done is a shared, team-wide status. When you mark a conversation Done, it moves to Done for everyone in the workspace.
What happens if a customer texts a Done conversation?
The message still arrives in the same thread — nothing is lost. Check the Done filter (or All on mobile) if you're looking for it.
Is Done the same as deleting?
No. Done just filters the conversation out of your active list; the full history stays and you can reopen it anytime.