> ## Documentation Index
> Fetch the complete documentation index at: https://docs.aide.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Conversation statuses, snoozing and automatic timers

> Every conversation in Aide Helpdesk has a status, a priority and an assignee.

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.

## Statuses

| Status | Meaning |
| - | - |
| New | Nobody has looked at it yet |
| Open | Someone on your team needs to act |
| Waiting on customer | You replied and are waiting for the customer |
| On hold | Waiting on something else, such as a supplier |
| Snoozed | Hidden until a time you chose |
| Closed | Done |
| Spam | Not a real conversation |

Priorities are Urgent, High, Normal and Low.

## 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.

## 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](/aide-helpdesk/reply-on-helpdesk-tickets)).

## 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.

## 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.

## 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.

## 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](/shopify/shopify-order-actions).

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](/shopify/aide-order-actions)). The **Returns** section sets how Aide handles return requests (see [Returns in Shopify or your returns portal](/shopify/shopify-returns)).


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