Statuses
Every conversation in the Inbox shows one status: the most important one that applies, in the order below.
Conversation statuses in the Inbox
| Status | What it means |
|---|---|
| Safety, Legal, Abuse, Dispute or Upset | A draft is awaiting approval, and the customer raised that sensitive topic. These drafts are never sent automatically. |
| Awaiting approval | Pip drafted a reply that needs approval. Nothing has been sent to the customer yet. |
| Needs a reply | There is no draft, and a person must answer: for example, Pip is paused in the conversation, this month's usage is used up, or Pip couldn't answer the email. |
| No reply needed | The customer's newest email needed no reply, such as "Thanks, that worked!" after a reply was sent, so Pip drafted nothing and resolved the conversation. |
| Resolved | Someone resolved the conversation. It reopens when the customer writes again. |
| Spam | Someone marked the conversation as spam. |
| High priority | The conversation's priority is high or urgent. |
| Pip paused | Pip is paused in the conversation, and nothing is waiting. |
| Answered | A reply was sent and nothing is waiting. |
Needs attention, the Inbox's first tab, lists every conversation that is Awaiting approval (including the sensitive topics) or Needs a reply.
When Pip couldn't answer an email
Sometimes Pip can't answer an email: the AI service doesn't respond, drafting takes longer than 15 minutes, an error stops it, or the reply Pip drafted couldn't be sent. The email then Needs a reply, and the conversation says what went wrong, above the reply box, with two buttons:
- Write a reply opens the reply box.
- Retry draft has Pip draft a reply to the email again. It's unavailable while Pip is paused in the conversation or in Settings, while this month's usage is used up (see Plan and billing), or while the monthly AI spending limit is reached; the reason shows next to it, and when Settings has the fix, a link to it.
An email about it goes to the person the conversation is assigned to, even with email notifications off, otherwise to your notification address in Settings > Notifications: at most one an hour, however many emails are affected.
When an email needs no reply
When a customer answers a reply that was sent with a short thank-you or goodbye that asks for nothing, Pip drafts no reply. The email shows No reply needed in the conversation, and the conversation is resolved unless a draft or another email in it is still waiting. Long emails, emails with attachments and anything that may need an answer get a draft as usual.
To check these, Today shows how many conversations needed no reply in the last 12 hours, such as "3 conversations needed no reply", and links to the No reply needed list in the Inbox. If one did need a reply, open the conversation and choose Draft a reply under the email, or answer with Write a reply.
Draft and reply statuses
Inside a conversation, each draft and reply shows what happened to it:
| Status | What it means |
|---|---|
| Awaiting approval | The draft is waiting for Send, Edit or Discard draft |
| Sent | Sent after approval, as Pip drafted it |
| Edited and sent | Edited by a person, then sent |
| Sent automatically | Sent without approval, under Settings > Automatic sending. Why this was sent automatically shows the confidence and the option that allowed it. |
| Discarded | Discarded; nothing was sent to the customer |
Conversation status values
A conversation is Open, Resolved or Spam. Resolve and Reopen change it, in the conversation or for several selected conversations in the Inbox.