Digital Connect Conversation Statuses

Modified on Tue, 15 Oct, 2024 at 9:46 AM

All customer conversations are segmented in different inbox views within Chat Manager. These views group conversations by status which are either auto-assigned or manually assigned by agents to manage conversations effectively.

conversation status

Status	Definition	Example
All (Active)	indicates all conversations not yet assigned to any agent.	New incoming support request from customer
Assigned	indicates conversation has been assigned to an agent and is in progress	Agent providing active support to resolve customer issue
Pending	indicates agent is waiting for more information from customer or investigation from internal business team to help resolve the issue	Customer did not provide enough information to resolve the issue Information required from back office team to resolve the issue requires more time
Spam	indicates a conversation containing harmful or abusive words or not relevant to the business can be marked as 'Spam' by the agent.	Customer is abusive or repeatedly initiating conversation not relevant to the business
Closed	indicates an agent has resolved the issue and closed the conversation	Issues where customer has accepted the solution
Expired	With our Expired conversations view, we're focusing on providing you with better visibility and monitoring of incoming conversations which have a time out rule for agent/supervisor replies depending on the social messaging channel. When time out is reached for an incoming conversation via WhatsApp channel (24-hour session limit) it will be automatically moved to the Expired inbox.	Agent did not respond to the incoming conversation and more than 24 hours have passed since the last message from the customer Agent/Supervisor has not marked the conversation pending, spam or closed before it expired
Exited	indicates a conversation where customer exits the conversation without getting a response from the agent.	Customer may opt for "talk to agent" mid-way into a bot conversation and then due to change of mind or delay in response from an agent decide to exit the conversation
Mentioned	indicates a conversation in which you have been tagged by another agent or a supervisor in a private note to seek assistance to resolve an issue	Agent may require particular information to resolve a customer issue which resides with another agent or a team.

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