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

# To do, Follow up, and Done

> Work the inbox as a task list: clear what is handled, snooze what needs time, and let the rest come back to you.

The inbox in Conduit is built to work as a task list rather than an archive. The goal is inbox zero: a **To do** count of zero, where anything left in To do is something that still needs a person. The approach is inspired by Superhuman.

Every inbox view is split into three tabs:

| Tab | What belongs there |
| - | - |
| **To do** | Anything that still needs a human decision or a reply |
| **Follow up** | Conversations you have deliberately snoozed until a set time |
| **Done** | Conversations that are resolved and need no further action |

When the only conversations in To do are the ones that need action, nothing that is waiting on your team gets buried under conversations that are already handled. It keeps the team focused, and it makes it obvious when a guest is waiting on a reply.

## Marking a conversation done

Open the conversation and select **Mark as done**, or press `E`. The conversation moves out of **To do** and into the **Done** tab, where it stays searchable.

Done is not permanent. Two things bring a conversation back:

* The contact replies, which returns it to **To do** automatically
* You move it back by hand from the dropdown on the conversation (by clicking on Mark as Todo)

<Tip>
  Done means handled, not read. If a guest asked something and you have not answered, leave it in To do even if you have read it, or you will lose the only signal that it is outstanding.
</Tip>

## Snoozing to Follow up

Use **Follow up** when you cannot deal with something yet but do not want it to disappear. Typical cases are waiting on a supplier, waiting on a payment to clear, or stepping away and wanting the conversation back in an hour.

1. Open the conversation and select **Follow up**, or press `Z`
2. Choose when it should return: **1 hour**, **4 hours**, **Tomorrow**, or a custom date and time such as Friday at 9:00 AM
3. Optionally add a note explaining why it is snoozed
4. Send

The conversation moves into the **Follow up** tab, and your note is attached as an internal note that only your team can see. See [Notes and mentions](/inbox/team/notes-and-mentions).

When the timer expires, the conversation moves back into **To do** on its own. If you want it back sooner, open the dropdown on the bottom-right of the conversation and mark it as **To do**.

<Note>
  A follow up note is worth writing even when the reason feels obvious. Whoever picks the conversation up when it resurfaces may not be you, and the note is the only context they get. The guest has no visibility into the notes you send.
</Note>

## Keyboard shortcuts

The four actions you use most each have a shortcut, so you can work through To do without reaching for the mouse.

| Action | Shortcut | What it does |
| - | - | - |
| **Reply** | `R` | Opens the composer. See [Replying to a conversation](/inbox/daily-work/replying-to-conversations) |
| **Assign** | `A` | Gives the conversation an owner. See [Assigning conversations](/inbox/team/assigning-conversations) |
| **Follow up** | `Z` | Snoozes the conversation until a time you choose |
| **Mark as done** | `E` | Moves the conversation out of To do once it is handled |

## Keeping the list manageable

Filters narrow the list by category, conversation tag, or escalation status, and custom views save a set of filters your whole team can use.

If you are starting with a large backlog, for example after connecting a PMS that has been running for years, clear it with [bulk actions](/inbox/daily-work/bulk-actions) rather than working through history one conversation at a time.

## Frequently asked questions

<AccordionGroup>
  <Accordion title="Does marking a conversation done delete anything?">
    No. Done is a status, not deletion. The conversation stays searchable in the Done tab, and it returns to To do if the contact replies.
  </Accordion>

  <Accordion title="Can the guest see my follow up note?">
    No. Notes are internal to your workspace and are never shown to the contact.
  </Accordion>

  <Accordion title="What happens if a guest replies while a conversation is snoozed?">
    A new inbound message moves the conversation back to Todo.
  </Accordion>

  <Accordion title="Is there a limit to how far ahead I can snooze?">
    The custom option lets you pick a specific date and time, so you are not restricted to the preset choices.
  </Accordion>

  <Accordion title="Where do conversations the agent could not answer go?">
    They stay in To do and also gather under Escalations, so you can work them in one place. See [Escalations and AI tags](/inbox/agent/escalations).
  </Accordion>
</AccordionGroup>


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