Last Updated on January 12, 2026 by Holland Rocha
We’re excited to announce inbox management changes with our new AI Agent. This is a refreshed approach to conversation states in Re:amaze that makes your support workflow more intuitive and easier to understand.
What’s Changed?
We’ve introduced clearer, more actionable terminology for conversation states. Here’s what’s new:
- Resolved → Done – A more definitive way to mark completed conversations
- Unresolved → Open – Clear status for active conversations
- Pending → Responded – Better reflects that you’ve taken action
- Auto Resolved → Auto Done – Consistent with the new “Done” terminology
- Bot Resolved → AI Agent Done – A “Done” status that reflects AI capabilities
- Bot Assigned → AI Agent Assigned – Updated to match our AI Agent features
Why This Matters
These changes aren’t just cosmetic – instead, they represent a more intuitive way to think about your support conversations. For example, “Open” and “Done” are immediately clear to anyone on your team, which reduces confusion and makes onboarding easier. As a result, your entire team can work more efficiently from day one.
Built for the AI Agent Era
These inbox updates were designed to work hand-in-hand with our powerful new Re:amaze AI Agent—your most advanced support automation tool yet. Specifically, the AI Agent automatically handles customer questions by intelligently searching your knowledge base, help articles, product information, and response templates to deliver accurate, conversational responses.
For instance, the updated “Responded” status (formerly “Pending”) perfectly captures what happens when the AI Agent engages with customers. When the AI Agent sends a response, conversations are marked as “Responded”—clearly indicating the customer has received help while keeping the conversation active for any follow-up needs. Similarly, when the AI Agent successfully resolves an inquiry, it’s marked as “AI Agent Done” rather than the outdated “Bot Resolved.”
Moreover, this new terminology reflects the sophistication of modern AI-powered support. Your AI Agent isn’t just a basic bot—instead, it’s an intelligent assistant that understands context, adapts to each customer’s unique situation, and draws from your entire knowledge ecosystem including:
- Response templates
- Custom AI context and external URLs
- Shopify or WooCommerce product and order data
- Published FAQ articles
Together, these inbox updates and the AI Agent give your team clear, accurate visibility into both human-handled and AI-handled conversations.
Rollout Schedule
- New accounts (signed up after October 14): These inbox updates are already active
- All accounts: Starting January 13, the new conversation states will be enabled automatically
What You Need to Do
Nothing! The transition is seamless. In fact, your workflows, automations, and reports will continue working exactly as before – just with clearer labels. Additionally, you don’t need to retrain your team or update any existing processes.
Have questions? You can reach out to our team at support@reamaze.com