Conversations are simply Open or Closed
Five statuses became two. Resolution is now an outcome of a closed conversation, “needs human” stayed on the assignment axis, and the webhook event is now conversation.closed.
Status menus mixing “open, pending, resolved, closed” ask you to answer three questions at once. Conversations are now simply Open or Closed. Whether the AI resolved it — and how confidently — is recorded as the outcome of closing; whether a human is needed lives on assignment, where it always belonged. The inbox filter reads All, Open, Needs human, Closed, and badges only mark exceptions.
For API consumers: the conversation.resolved webhook is now conversation.closed and fires from every close path; the API accepts the old status as an alias so nothing you built breaks.
Three questions, three axes
The old five-status menu was answering three different questions with one control: is this conversation still going, did the AI handle it, and does a person need to step in. Each now lives where it belongs:
- Status — Open or Closed. Nothing else.
- Outcome — recorded when a conversation closes: resolved and confirmed by the customer, resolved by reasonable assumption, small talk, or unresolved.
- Assignment — who has the conversation, with Needs human flagged on this axis rather than masquerading as a status.
The inbox filter follows the same shape — All, Open, Needs human, Closed — and list badges only appear when something is an exception, so a quiet inbox looks quiet.
If you consume the API or webhooks
The webhook event formerly named conversation.resolved is now conversation.closed, and it fires from every close path — manual closes included — with the outcome carried in the payload. Update your handlers to the new event name.
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