🟣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.

Substatus is set automatically by the system.

1. Resolved - a conversation is completed.

2. 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).

When the selected time expires or a client replies, a dialog returns to the Open status.