Mark a conversation done or waiting
Keep the team’s queue clear about who needs to act next.
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Use the state to describe the next action
Needs reply means the team owes a response. Waiting means the next response is expected from the other side. Done removes completed work from the active queue while keeping the conversation available. Unread is your reading marker and is separate from these states.
A label such as At risk or Money supplies context; applying it does not complete a conversation or change who owes a reply.
Finish a resolved conversation
- Confirm the work is resolved.
Read the latest message and any outstanding internal note or review request.
- Choose Done in the header.
The conversation leaves the active queue and can be found in Done. A row may remain briefly while you are reading it so you do not lose your place.
- Combine sending and completion when appropriate.
Send options → Send and done handles a final reply and completion together.
- Reopen if work remains.
In Done, use Back to the inbox to restore active work.
Follow work that is waiting
After replying, use Waiting to monitor conversations expecting the client’s response. Send and remind me is useful when a follow-up needs a specific reminder. A snooze is different: it temporarily removes the conversation until a time or reply.
If the team needs to act again, use Mark as needs reply where offered. Do not rely on Mark as unread to communicate that responsibility.
If a conversation disappears
Look in Done, Waiting and Snoozed, then check your selected inbox, owner filter and search. Reopening the existing record preserves its messages and links; starting a new thread can split the history.
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