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What happens if I close a conversation using Outlook's mark as complete function, but then re-open it?

In this article we explore how timetoreply handles the conversation status when a conversation is closed using Outlook's native "mark as complete" function.

How Conversation Status Updates Work in timetoreply

Understanding how timetoreply processes conversation status changes is important to interpret dashboards and reports accurately. The system accounts for both user actions in Outlook and new activity within a conversation.

1. Undoing a “Mark as Complete” Action Immediately

  • If a user closes a conversation in Outlook (marks it as complete) and immediately clicks the green checkmark to undo it, timetoreply may not register the change right away.

  • The system typically takes 30 seconds to 3 minutes to process the latest status update.

  • As a result, the conversation may temporarily appear unchanged in dashboards and reports.

2. Conversation Status Updates Triggered by Activity

If a conversation is closed in Outlook, its status can still change depending on subsequent activity:

  • User forwards or replies to the conversation

  • Client (contact) replies or forwards to a linked mailbox

Depending on the latest email, the conversation status will update to one of the following:

  • Awaiting mailbox response

  • Awaiting contact response

  • Sent internally

3. Undoing “Mark as Complete” After the System Processes It

  • If a user clicks the green checkmark after the system has processed the closed status (e.g., 10 minutes later), timetoreply will not reopen the conversation.

  • The system only reopens conversations when new emails are received.

Key Rules

a. If the only update is the user undoing “mark as complete” in Outlook without a new email, the conversation remains closed.

b. Timetoreply includes a function that checks for new emails before changing a conversation’s status. This ensures that actions unrelated to actual conversation activity (like undoing “mark as complete”) don’t incorrectly reopen a conversation.

c. Without this function, simple actions—like moving a conversation to a different folder—could unintentionally change a closed conversation’s status to awaiting mailbox response, awaiting contact response, or sent internally, depending on the latest email.

Need help or have feedback? Get in touch with us at support@timetoreply.com — we’re happy to help!