💬Conversation status

Overview

When a customer or an agent sends a message through any channel, the system automatically creates a conversation. A conversation is a unit used to track and manage the dialogue between a customer and an agent. It contains the exchanged messages and a status that indicates the current progress.

Conversations can have multiple statuses; these statuses are used to indicate different stages or conditions of a conversation.

Detailed list of statuses

Category	Status	Description
Dispatching	Dispatching	Indicates the system is in the process of dispatching the conversation to find an agent who meets the criteria. The maximum dispatch limit is three times the number of agents who are online and ready . For example, if 5 agents are online and ready, up to 15 conversations can be handled concurrently. But ifno agents are online or all agents have reached their service capacity,then no conversations will be dispatched. If agents are ready and able to take more sessions but the "dispatching" conversations do not match their skills or other criteria, the system will select a conversation from the waiting queue that matches the agent's criteria and immediately assign it to them; this action is called "dynamic assignment".
Waiting	Waiting	The customer has indicated via entering specific keywords or through the bot conversation script that they are ready to be transferred to a live agent. However, because the dispatch limit is currently full or qualifying agents are unavailable, the customer is queued and waiting in order. At this stage, the conversation has left the bot flow, so if the customer sends a message it will not trigger any bot responses or automated processes.
processing	processing	The conversation has been taken by an agent; the agent is providing service or answering the customer's questions.
Bot	Conversation scripts	The customer has entered the conversation script flow; it is in progress or has ended.
Bot	Bot	The customer is interacting via bot keywords, knowledge base responses, etc.
Completed	Finished	This conversation has been successfully handled. It may have been resolved through a bot script flow or by an agent personally responding and resolving the customer's issue, with the service manually closed.