Give every conversation a clear next step
Use Open, Waiting, and Resolved to describe the actual state of a question.
Use Open when the conversation needs attention, Waiting when more information is needed, and Resolved when you have finished the local review. Changing status does not send a message.
Open means attention is needed
New questions begin Open. Use this state when there is a useful next action for the person responsible: reading context, drafting a response, or checking a relevant article.
Waiting keeps uncertainty visible
Choose Waiting when you need more information before the next step. Add an internal note explaining what is missing so the next person does not have to reconstruct your thinking.
Resolved is a local decision
Choose Resolved when the conversation no longer needs attention in this sample workflow. This changes its place in the queue. It does not prove that a real customer received or accepted an answer.
A conversation can reopen
Every status is editable. If there is a new question or unfinished work, choose Open again. Status should describe the current situation rather than hide a remaining concern.
Did this make things clearer?
Your choice is recorded locally, not sent to anyone.