> For the complete documentation index, see [llms.txt](https://cortado-ai.gitbook.io/cortado-ai-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://cortado-ai.gitbook.io/cortado-ai-docs/inbox/resolved-vs-unresolved.md).

# Resolved vs Unresolved

## Overview

All conversations in your inbox will have one of two statuses: **Resolved** or **Unresolved**. By default, all conversations start in the **Resolved** status, but can be updated manually or by your AI to **Unresolved** in many different situations.

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## :exclamation: Unresolved Conversations

Unresolved conversations are those marked either manually by a human user, or automatically by your AI Agents when they encounter certain scenarios.

{% hint style="warning" %}
**Your Autopilot will *****not***** respond to Unresolved Conversations!** Instead, for any conversation in Autopilot mode, your AI Agent will insert a draft in the conversation's drafting pane *without* sending it to the guest. This is to ensure that ongoing host-guest conversations are not interrupted early by your Autopilot.
{% endhint %}

### When will my AI mark a conversation as Unresolved?

#### :zap: Autopilot Mode

In Autopilot Mode, your AI will mark a conversation as Unresolved only when it **i)** does not have enough information to respond accurately or **ii)** encounters an "auto-flag" subject like complaints, emergencies or cancellation requests.

#### :feather: Copilot Mode

In Copilot Mode, your AI will mark a conversation as Unresolved any time a new AI message is drafted. This is intended to clearly mark those conversations with drafts ready, and is best used in combination with our new **Auto-Resolve Conversations** feature detailed below.

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## :white\_check\_mark: Resolved Conversations

By default, all conversations will be marked as **Resolved** when they are first added to your Cortado AI Inbox.

{% hint style="info" %}
:robot: **Auto-Resolve Conversations** — We are also rolling out a new feature that will auto-resolve conversations whenever a host sends a response. This will significantly reduce the manual effort needed to resolve conversations in your Inbox, and is already available to customers who have requested early access to the feature.
{% endhint %}