Conversation Statuses

The four statuses a conversation moves through: WAITING, ACTIVE, RESOLVED, and CLOSED.

Every conversation in Kerabie has a status that reflects where it is in its lifecycle.

The four statuses

Status	Meaning
Waiting	A visitor sent a message and no agent has replied yet
Active	An agent is engaged; the conversation is open and in progress
Resolved	The issue was handled; the conversation is closed but retrievable
Closed	Permanently archived: visible in history but removed from the active queue

Status transitions

Visitor sends message
       ↓
   WAITING  ──── agent replies ────→  ACTIVE
       ↓                                  ↓
  (auto-resolve                     agent resolves
   after timeout)                         ↓
                                     RESOLVED
                                          ↓
                                    (manual close
                                     or auto-close)
                                          ↓
                                      CLOSED

Changing status

In the conversation panel, use the status dropdown in the top-right corner:

Resolve: marks the conversation resolved and removes it from the main queue
Close: archives it permanently
Reopen: moves a resolved conversation back to Active

Auto-resolve

You can configure Kerabie to automatically resolve conversations after a period of inactivity:

Go to Settings → Widget Settings → Auto-resolve
Set the inactivity threshold (e.g. 24 hours)
Save

Conversations that are auto-resolved appear with a "System" label in the activity log.

Filtering by status

In the Conversations inbox, use the status filter buttons at the top to view:

All conversations
Waiting only
Active only
Resolved

Closed conversations are available under History.