Conversation

Every inbound message from any connected channel creates or continues a conversation in your inbox.

States

State	Description
Active	Open; messages can be sent and received
Escalated	AI handed off to a human; shows a Resolve button
Closed	Resolved; no new messages until reopened

Lifecycle

New message received
       >
  Conversation created (Active)
       >
  Rian responds or routes to agent
       >
  Agent replies
       >
  Resolved / Escalated / Snoozed

Conversation attributes

Each conversation carries: assigned agent; channel; platform; labels; contact info; unread count; last message preview; AI-generated summary; and tags.