---
title: "Conversation Status (New, Open, Waiting, Closed)"
slug: "conversation-status-new-open-waiting-closed"
description: "Gladly organizes Customer Conversations into different views based on the status of the Conversation or Task. These statuses are: new, open, waiting, closed."
updated: 2026-02-28T09:04:59Z
published: 2026-02-28T09:04:59Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Conversation Status (New, Open, Waiting, Closed)

| **REQUIRED USER ROLE** Administrator and Team Manager | **PERMISSION OVERVIEW** [View permissions by role](https://help.gladly.com/docs/managing-users-and-roles#roles-and-responsibilities) |
| --- | --- |

Gladly organizes Customer Conversations into different views based on the status of the Conversation or Task. These statuses are:

- [New](/product-docs/docs/conversation-status-new-open-waiting-closed#new)
- [Open](/product-docs/docs/conversation-status-new-open-waiting-closed#open)
- [Waiting](/product-docs/docs/conversation-status-new-open-waiting-closed#waiting)
- [Closed](/product-docs/docs/conversation-status-new-open-waiting-closed#closed)

As an Administrator or Team Manager, click on the status tab on your homepage to see a list of Conversations or Tasks with that status.

![Overview of customer inquiries and statuses in the Gladly platform for Chicago Store.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Team-Inbox-Status.webp)

## New

The number to the right of the status represents the total number of **New** Conversations.

- Conversations that haven’t been assigned to an Agent. These Conversations will be routed when an Agent becomes available to handle them.
- This may include Conversations that have been responded to but have not been assigned to an Agent, or the assigned Agent unassigned the Conversation from them.

## Open

The number to the right of the status represents the total number of **Open** Conversations.

- Conversation assigned to an Agent but has an open Contact.
  - When phone calls end or chat sessions end, the Contact is ended and moves to Waiting.
  - For email, after the Agent replies and the Agent replies to the Customer but still within the [Same agent assignment time limit (minutes)](https://help.gladly.com/docs/configure-mail-routing-settings) value.
- The last Contact is not marked as [No Reply Needed](https://help.gladly.com/docs/mark-a-conversation-as-no-reply-needed).
- Tasks that have been assigned to the Agent. Since Tasks are treated as separate items, it's possible to see a Task and Conversation in Open status for the same Customer.

## Waiting

The number to the right of the status represents the total number of **Waiting** Conversations.

- Conversations marked as [No Reply Needed](https://help.gladly.com/docs/mark-a-conversation-as-no-reply-needed).
- Phone calls that have ended, ended chat sessions, emails that have been replied to by an Agent, and emails that have been replied to by Agents and the**[Same agent assignment time limit (minutes)](https://help.gladly.com/docs/configure-mail-routing-settings) has expired, but the Conversation has not closed.
- Agent initiated outbound email Contacts, and the [Same agent assignment time limit (minutes)](https://help.gladly.com/docs/configure-mail-routing-settings) has expired but Conversation has not closed.

## Closed

- Conversations that were closed by clicking**Close & Next**.
- Conversations that were closed by clicking **Close.**
- Chat Conversations that were closed by clicking **End & Close**.