Conversations are ordered in a specific way in your Crisp inbox, based on their status. This helps you review and handle them more efficiently to keep things organised at all times. Let's review how the ordering system works in greater details.

How are conversations natively ordered in the inbox

You might have noticed different color codes in your inbox. These represent their status.
Conversations are first ordered by their status (Pending, Unresolved, Resolved...), allowing you to categorize them. Conversations having the same status are then simply ordered by "last updated time".

Here is a breakdown of Status order:

Notes:
➞ "Pending" conversations are conversations in which the user has not yet received any operator message (no humain-agent, but also no automated response).
➞ A conversation is considered "Unresolved" if it has received at least one operator message (either from a human-agent or an automation).

Pending conversations with unread messages
Pending conversations without unread messages (meaning an agent has opened it)
Unresolved conversations with unread messages (meaning there was at least one operator response, but there are currently unread user messages)

Unresolved conversations without any unread messages (meaning the conversation has at least one operator message and the last user messages were read by an agent)

Resolved conversations

Essentially, these help you distinguish between pending conversations (not yet handled by any agent), unresolved conversations which are active and on-going, and resolved conversations.

Within each of the 5 categories listed above, conversations are ordered based on the date of the last message exchanged. If you (or a user) sends a message in that conversation, it will therefore move "up" within that category.

"Pending" conversations (without any operator response) have a light blue background, to be better differentiated from Unresolved conversations with unread messages (white background)

How can I change the default ordering

By default, conversations are ordered in the way described above, in the first section. However, there are special filters which affects the ordering.
You will find such filters here:



Longest Waiting allows you to order conversation based on how long it has been since the conversation was last marked as "Resolved".
Most Recent allows you to order conversations based on the date of the last message exchanged, regarding of its status (so whether it was "Pending", "Unresolved", etc...)

These filters will help you adjust the order based on your specific needs, when reviewing and handling conversations in the Crisp inbox


Still have a few doubts or questions about conversation order? Don't hesitate contacting us!

Updated on: 28/01/2025