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Every conversation in Aide Helpdesk has a status, a priority and an assignee. Timers move conversations on their own so your inbox stays current. Set them in Settings > Helpdesk > Statuses and timers.

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Statuses

Priorities are Urgent, High, Normal and Low.

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Aide as assignee

Conversations the AI Agent is answering are assigned to Aide, so they don’t show under Unassigned. When Aide asks for a person, the conversation becomes unassigned until someone picks it up. Assigning a teammate or team, replying, or clicking Take over takes it off Aide; Return to Aide gives it back.

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Replying sets Waiting on customer

With Reply sets Waiting on customer on (the default), sending a public reply moves the conversation to Waiting on customer. Turn it off to keep it Open. When Aide replies sets the status Aide’s reply leaves: like a teammate’s reply (the default), keep it Open, Waiting on customer, or close it. A connected helpdesk’s status is left as it is, and a connection or inbox can set its own. Replies your team sends from Aide on Gorgias, Front and Zendesk tickets go out through the helpdesk (see Reply to Gorgias, Front and Zendesk tickets from Aide).

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Auto-close

Close Waiting on customer after: conversations waiting on the customer close on their own after 5 days without a reply by default. Change the number of days or turn it off.

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When a customer replies to a closed conversation

Replies to closed conversations start a new one after 7 days by default. Within that window, a reply reopens the closed conversation instead.

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Snooze

Snoozing hides a conversation until a chosen time, then it comes back. The default presets are Later today, Tomorrow morning, Next Monday and In a week; you can have up to 10 presets. By default internal notes and assignments don’t wake a snoozed conversation; turn on Notes and assignments unsnooze to change that.

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Approvals

Refunds above this amount need an Admin: teammates in the Agent role see Request approval instead of Refund for larger refunds. It’s in your store’s currency, 200 by default; off means no gate. See Cancel, refund and change Shopify orders from a conversation. What the AI Agent may do to orders, and its refund limits, are set in the same place, under Aide order actions in chat (see Let Aide cancel, refund and change orders in chat). The Returns section sets how Aide handles return requests (see Returns in Shopify or your returns portal).