> ## Knowledge Base Index > Fetch the complete knowledge base index at: https://help.chrisp.chat/sitemap.xml > Use this file to discover available pages before exploring further. > Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash). # How are conversations ordered in the inbox __The Inbox does not sort every conversation the same way. Status comes first, then recency within each status bucket.__ Understanding the native ordering helps teams review conversations more consistently, especially when several people work from the same queue. Crisp uses a status-first model, then orders conversations by their latest activity inside each status group. --- # Understand the default order Conversations are first grouped by status, then ordered by their last updated time. __The default order is:__ * ****Pending with unread messages**** → the conversation was never opened nor replied to by any agent * ****Pending without unread messages**** → the conversation has been opened but has not yet received an agent reply * ****Unresolved with unread messages**** → at least one reply exists, and there are new unread visitor messages * ****Unresolved without unread messages**** → the conversation is active, but the latest visitor messages were already read * ****Resolved conversations**** → on our way to inbox-zero 🚀 #### How to read pending vs unresolved A conversation is considered ****Pending**** when the visitor has not yet received any agent reply, whether human or automated. A conversation becomes ****Unresolved**** once at least one agent reply has been sent. Within each of the status groups above, the conversation with the most recent activity appears higher in the list. | Pending conversations use a light blue background, which helps distinguish them from unresolved conversations that also contain unread messages. --- # Use alternative ordering views If the default order is not the one you need for the moment, Crisp also provides ordering-focused filters. ![Ordering filters such as Longest Waiting and Most Recent in the Inbox](https://storage.crisp.chat/users/helpdesk/website/-/6/1/1/5/61156b14cebd6400/b480a3ef-b1ce-4356-bf52-c17ea5_sm48pu.png) __The two most useful ones are:__ * ****Longest waiting**** → sorts by how long a conversation has been waiting since it was last marked resolved * ****Most recent**** → sorts only by the timestamp of the latest message, regardless of status These views are useful when your team wants to prioritize backlog review differently for a while.