Conversation lifecycle

Five statuses, with a clear order.

Status	Means	Set by
OPEN	Active conversation, the agent might reply at any time	Auto on first inbound
PENDING	Waiting on the customer to reply	Agent (Set status → Pending)
RESOLVED	The agent has answered, awaiting confirmation	Agent or `auto_resolve_idle_days`
CLOSED	Archived, no longer in the active inbox	Agent or `auto_archive_resolved_days`
REOPENED	A customer replied after RESOLVED / CLOSED	Auto (if `allowCustomerReopen`)

Auto-transitions (per-client config)

Set under Chat Settings for each client:

autoResolveIdleDays — N days with no agent or customer activity → auto-flip to RESOLVED.
autoArchiveResolvedDays — N days after RESOLVED with no new activity → CLOSED.
allowCustomerReopen — when false, a CLOSED conversation does NOT auto-reopen on a new inbound. The customer’s message creates a brand-new conversation.

Why these exist

A queue can’t reasonably have 5,000 OPEN conversations — they pile up. The auto-resolve

auto-archive timers keep the inbox lean while still giving the agent a window to follow up.

In reports

The reports surface tracks how long each conversation spent in each status. First-response time = firstReply.createdAt - conversation.createdAt. Resolution time = RESOLVED.at - conversation.createdAt.