Statuses & auto-resolve
Updated July 11, 2026·8 views
Keep the queue showing only live work.
Statuses
- Open — needs attention.
- Waiting on customer — you've replied; it holds until they write back, and the SLA clock pauses.
- Snoozed — hidden until a time you pick. Type shorthand like
1h,tomorrow,monday, or1 week; it pops back into the queue then. - Resolved — done. Resolving can trigger a CSAT survey and automatically moves you to the next conversation.
- Reopened — a resolved conversation the customer replied to comes back automatically.
Auto-resolve
If a customer goes quiet for a long time after your reply, PilotPM can presume the conversation resolved so it doesn't clog the queue — while still flagging cases that look like the customer gave up, so managers can spot abandonment.
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