How conversation state works
Inside the assistant, state tracking is memory: remembering that the customer already gave an address, corrected a date, or chose a time, so it doesn’t ask again or act on stale details. Researchers call this dialogue state tracking.
For the team, state is a status. A conversation might be open, waiting on the customer, handled by the AI, flagged for a person, resolved, or spam. Clear statuses let a small team share one inbox without double-replying or letting a request sit unanswered.
Example: a garage door text thread
A homeowner texts a garage door company about a broken spring. The assistant quotes the repair range and asks for the address; the thread shows as waiting on the customer. When the homeowner asks whether a technician can come before 8 a.m., outside the booking rules, the thread is flagged for a person, and the office resolves it after booking. This scenario is illustrative.
Conversation states in InsertChat
Every conversation in InsertChat’s shared inbox has a state: needs-you, open, resolved, or spam. Queues show what is unassigned, assigned to you, waiting on the customer, handled by AI, or needing attention, and teammates can assign, tag, snooze, and add internal notes.
Clearly finished conversations resolve automatically, but needs-you work, failed sends, open tickets, and pending appointment actions are never resolved automatically. A short AI summary keeps each conversation’s context readable. See the garage door setup.
