Changing Status of a Conversation Using Workflow Builder

Written by : Indrashish Singha

Updated on : October 2nd 2025

Never let important customer conversations slip through the cracks again by setting up a workflow that can automatically change the status of conversations when they do not get a response for a long time.

Imagine your team is swamped with requests, and a repeat customer's message gets buried. Instead of turning it into a bigger problem, with a specific workflow condition, it can change the status to high priority.

Note: Since how to create a basic workflow for streamlining repetitive tasks is already covered so here we will only use the case

Step 1: Set Your Smart Alert 

Here is where you teach your workflow when to work:

• Under Trigger, choose Incoming Conversation as your entity
• Pick the specific inbox you want to monitor

Step 2: Trigger condition

• Set your trigger condition to activate when “a repeat user” has not gotten a response for more than “x number of days”

Click here to know more about the Team inbox

Note: you can set more than one condition in a workflow by clicking on the Add condition and selecting AND/OR

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Step 3: Take Action 

Now it's time to set what your workflow will do based on the condition

• Under Actions, change the status of the conversation to open

Note: for different conversations, you can set it status level ​

Hit Submit and Publish. Congratulations, you have just created an automation that ensures no conversation will go unnoticed for too long