In this article we explore how timetoreply handles the conversation status when a conversation is closed using Outlook's native "mark as complete" function.
1. If the user closes a conversation in timetoreply by marking it as complete in Outlook, and then immediately clicks the green checkmark icon in Outlook to undo this action, the system may not have had enough time to process the 'closed' status update. As a result, in dashboards and reports, the conversation's status will remain unchanged from what it was before the user closed and reopened it. (The system typically requires between 30 seconds and 3 minutes to process the latest action taken on a conversation.)
2. If the user closes a conversation in timetoreply by marking it as complete in Outlook, but then forwards or replies to the conversation, or if the contact (client) replies or forwards the conversation to a mailbox linked to timetoreply, the conversation's status will change to 'awaiting mailbox response,' 'awaiting contact response,' or 'sent internally,' depending on the most recent email in the conversation.
3. If the user closes a conversation in timetoreply by marking it as complete in Outlook, and after the system has processed the latest 'closed' status of the conversation (e.g., 10 minutes later), the user clicks the green checkmark icon again to undo the 'mark as complete' action, timetoreply will NOT reopen the conversation.
a. If a conversation is closed and the system receives an update (new event on the conversation) but there is no new email in the conversation (e.g., the event is solely the user undoing the 'mark as complete' status in Outlook), then the system does not reopen the conversation and will retain the prior status.
b. Because conversations can also be closed in timetoreply (e.g., on the Conversation Logs dashboard or in the Optimiser) without using 'mark as complete' in Outlook, there is a specific function in the system that checks for new emails in the conversation before changing its status.
c. Without this function, a simple action like moving the conversation to a different folder could change its status from closed to 'awaiting mailbox response,' 'awaiting contact response,' or 'sent internally,' depending on the most recent email in the conversation.