# Conversation Statuses and Substatuses

There are the following statuses and substatuses of Conversations:

1. **Pending** - a customer is being served by a chatbot. Once the chatbot has completed a service and transferred a conversation to an agent/team, the conversation will switch to Open status.  If the conversation resolves on the chatbot, it will switch to the Resolved status.
2. **Open** - a conversation is waiting to be accepted by an agent or has been accepted and is being handled by the agent. The Open status has the following substatuses:

* **Alerting**- a conversation has been assigned to an agent and is waiting for the agent to accept it.
* **Interacting** - a conversation has been assigned to and accepted by an agent.
* **Dialing** - an agent initiates an outgoing call. The dialed number is ringing and awaiting the other party's response (applicable only for Call conversation type).
* **Contacting** - time required to connect to an agent's phone (for example, as part of an outbound campaign, a customer is reached and an agent needs to be connected, then the agent is connected to the phone). Usually, this duration is short. However, if the agent is using a remote phone, the duration can be longer (applicable only for Call conversation type). 
* **Hold** - a conversation has been placed on hold by an agent.
* **After call work** - a conversation is in after-call work: an agent selects a Wrap-Up Code. 
* **On team** - a conversation is not assigned to an agent and is assigned to a team that has the ACD option disabled.
* **In Queue** - a conversation is not assigned to an agent and is assigned to a team that has the ACD option enabled.
* **On Inbox** - a conversation is not assigned to an agent or team and is not handled by a chatbot.

{% hint style="info" %}
Substatus is set automatically by the system.
{% endhint %}

3. **Resolved** - a conversation is completed. 
4. **Snoozed Until** - a conversation is temporarily paused until a customer responds or until the time specified by an agent. This status is used when an agent needs more time to resolve a customer's request. (applicable to all conversation types, except Calls).

{% hint style="success" %}
When the selected time expires or a client replies, a dialog returns to the Open status.
{% endhint %}


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