Conversation status
Track and manage conversation states to organize your communications and ensure timely follow-ups
Overview
Conversation status management is the foundation of efficient inbox organization in OpenPhone. By understanding and strategically using the three conversation states - Open, Unread, and Done - you can maintain clarity about what needs attention, what’s been completed, and what requires follow-up.For detailed conversation management workflows and advanced strategies, see the Conversations guide.
The three conversation states
Open conversations
The default active state for ongoing communications- Automatically assigned to all new incoming messages and calls
- Indicates conversations that may need attention or monitoring
- Visible in your main inbox view without additional filtering
- Remains open until manually changed to unread or done
- Active customer discussions in progress
- Ongoing project communications
- Conversations you’re monitoring but don’t need immediate action
Unread conversations
Personal and team reminder system- Creates notification indicators visible across all devices
- Alerts team members to messages requiring attention
- Functions as a task management system for communications
- Syncs across all team members in real-time
- Personal reminders: Mark conversations you need to respond to later
- Team coordination: Alert colleagues to important incoming messages
- Priority flagging: Highlight urgent conversations for immediate attention
- Handoff management: Signal when passing conversations between team members
Done conversations
Archive system for completed interactions- Moves conversations out of main inbox view while preserving history
- Accessible through “Done” filter for reference and follow-up review
- Perfect for maintaining “inbox zero” without losing conversation history
- Conversations can be reopened if follow-up becomes necessary
- Resolved customer support issues
- Completed project communications
- One-time informational exchanges (verification codes, confirmations)
- Promotional or marketing messages that don’t require response
Quick status management
Keyboard shortcuts (Web/Desktop)
- E - Mark conversation as done
- U - Mark conversation as unread
- O - Mark conversation as open
- ↑/↓ - Navigate between conversations
Mobile gestures
- Swipe left → Mark as done
- Swipe right → Mark as unread
- Tap conversation → Mark as read (if unread)
Status indicators
- Blue dot → Unread messages requiring attention
- No indicator → Open conversation (read but active)
- Hidden from main view → Done conversation (check Done filter)
Status workflow principles
Daily productivity cycle
- Morning: Start with unread filter to see overnight messages
- Throughout day: Keep important conversations open, mark routine items done
- End of day: Review open conversations, mark completed items done
- Weekly: Check done conversations for any missed follow-up opportunities
Team coordination
Shared responsibility model:- Unread status signals need for team attention
- Open status indicates ongoing team monitoring
- Done status confirms completion to entire team
- Establish team conventions for when to mark conversations done
- Use unread strategically rather than as default for all follow-ups
- Communicate handoffs clearly when changing conversation ownership
Integration with filtering
Conversation statuses work seamlessly with OpenPhone’s filtering system:- Filter by status to focus on specific conversation types
- Combine with other filters (team member, company, custom properties)
- Create focused workflows using status + filter combinations
- Monitor team performance by tracking status changes over time
Status management becomes more powerful when combined with inbox filtering and search capabilities.
Common status scenarios
Customer support workflows
- Open: Active support cases being worked
- Unread: New issues requiring team assignment
- Done: Resolved cases with satisfied customers
Sales communications
- Open: Active prospect conversations
- Unread: New leads requiring follow-up
- Done: Closed deals or disqualified prospects
Internal coordination
- Open: Ongoing project discussions
- Unread: Action items requiring specific team member attention
- Done: Completed tasks and resolved discussions
FAQs
What's the difference between read and open conversations?
What's the difference between read and open conversations?
When you view an unread conversation, it automatically becomes “read” but remains “open.” Open is the default active state, while unread is specifically for messages no team member has viewed yet. You can manually mark read conversations as unread again for follow-up reminders.
Do status changes sync across my team?
Do status changes sync across my team?
Yes, conversation status changes are shared across your entire team in real-time. When any team member marks a conversation as done, unread, or open, it updates for everyone immediately. This prevents duplicate work and ensures consistent conversation tracking.
Can I undo status changes?
Can I undo status changes?
Absolutely. Conversation statuses are flexible and reversible. If you mark something done by mistake, simply find it in the Done filter and mark it open or unread again. Status changes are instant and can be modified as often as needed.
How long do done conversations stay accessible?
How long do done conversations stay accessible?
Done conversations remain accessible indefinitely through the Done filter. There’s no automatic deletion, so you can always reference past communications, reopen conversations if needed, or review conversation history for context.