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Status shows whether a conversation is active, waiting, resolved, or closed. For exact request and response schemas, see Get conversation details and Update conversation in the API Reference.

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Status values

StatusBusiness meaning
newNewly created conversation.
openActive conversation.
snoozedWaiting until a specific future time.
on_holdOn hold without an automatic return time.
solvedResolved, but still able to move back to open.
closedTerminal. The conversation cannot be reopened.

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Lifecycle

Most conversations move between new, open, snoozed, on_hold, and solved as work starts, waits, resumes, and resolves. closed is different: it is terminal. A non-private reply outside ProVision creates a new follow-up conversation instead of reopening the original.

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Snoozed conversations

Snooze is a status plus a future timestamp:
  • Setting a snooze sets status to snoozed.
  • Setting snooze records snoozeUntil, the time when the conversation should return to active work.
  • snoozeUntil must be an ISO 8601 date-time in the future.
  • A scheduled ProVision job automatically changes the status back to open when snoozeUntil is reached.
  • ProVision does not clear snoozeUntil during automatic unsnooze. The timestamp is kept for history.
Because snoozeUntil is preserved, do not treat a non-empty snoozeUntil as proof that a conversation is currently snoozed. Check status === "snoozed" first. To snooze through the API, update both fields together: 
{
  "status": "snoozed",
  "snoozeUntil": "2030-06-10T15:00:00.000Z"
}

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Closed conversations

closed is terminal. Replies outside ProVision, such as replies to an email thread, do not reopen it. When a non-private outside reply arrives for a closed conversation, ProVision creates a new follow-up conversation and keeps a reference back to the original closed conversation for context. Treat the original conversation as history and continue work from the follow-up.

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Deleted conversations

deletedAt is separate from status. A null value means the conversation has not been deleted. A timestamp means the conversation was deleted at that time.

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Working with status in the API

  • Read status, snoozeUntil, and deletedAt from Get conversation details.
  • Update status with Update conversation when your API key has conversation:write.
  • When setting status to snoozed, include a future snoozeUntil.
  • When status is closed, create or follow the new follow-up conversation instead of trying to reopen the original.