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.
Understand the default order
Conversations are first grouped by status, then ordered by their last updated time.
The default order is:
- Pending with unread messages → the conversation was never opened nor replied to by any agent
- Pending without unread messages → the conversation has been opened but has not yet received an agent reply
- Unresolved with unread messages → at least one reply exists, and there are new unread visitor messages
- Unresolved without unread messages → the conversation is active, but the latest visitor messages were already read
- Resolved conversations → on our way to inbox-zero 🚀
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.
Use alternative ordering views
If the default order is not the one you need for the moment, Crisp also provides ordering-focused filters.
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.
Updated on: 19/04/2026
Thank you!