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> Use this file to discover available pages before exploring further.
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# How are conversations ordered in the inbox

*The Inbox does not sort every conversation the same way. Status comes first, then recency within each status bucket.*

Understanding the native ordering helps teams review conversations more consistently, especially when several people work from the same queue. Crisp uses a status-first model, then orders conversations by their latest activity inside each status group.

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# ${color}[#0080dd](Understand the default order)

Conversations are first grouped by status, then ordered by their last updated time.

__The default order is:__
* ${color}[#0080dd](**Pending with unread messages**) → the conversation was never opened nor replied to by any agent
* ${color}[#0080dd](**Pending without unread messages**) → the conversation has been opened but has not yet received an agent reply
* ${color}[#0080dd](**Unresolved with unread messages**) → at least one reply exists, and there are new unread visitor messages
* ${color}[#e0421a](**Unresolved without unread messages**) → the conversation is active, but the latest visitor messages were already read
* ${color}[#54b03b](**Resolved conversations**) → on our way to inbox-zero 🚀

#### ${color}[#445055](How to read pending vs unresolved)

A conversation is considered **Pending** when the visitor has not yet received any agent reply, whether human or automated.

A conversation becomes **Unresolved** once at least one agent reply has been sent.

Within each of the status groups above, the conversation with the most recent activity appears higher in the list.

| Pending conversations use a light blue background, which helps distinguish them from unresolved conversations that also contain unread messages.

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# ${color}[#0080dd](Use alternative ordering views)

If the default order is not the one you need for the moment, Crisp also provides ordering-focused filters.

![Ordering filters such as Longest Waiting and Most Recent in the Inbox](https://storage.crisp.chat/users/helpdesk/website/-/8/7/a/e/87ae2703583ac800/cleanshot-2026-01-29-at-164234_1wkflgq.png =1000xauto)

__The two most useful ones are:__
* **Longest waiting** → sorts by how long a conversation has been waiting since it was last marked resolved
* **Most recent** → sorts only by the timestamp of the latest message, regardless of status

These views are useful when your team wants to prioritize backlog review differently for a while.