💡Lifecycle of a Conversation

A typical Conversation Life Cycle looks like:

Bot* -> Open —> Waiting** -> Followup** -> Resolved —> Closed

A conversation is marked as Bot only if the bot is being used. The Waiting and Followup statuses are not mandatory in a conversation's lifecycle; they depend on the agent's activities.

Open

New conversations come as a Open conversation. The agent can give a resolution and change the status of the conversation to Resolved.

Resolved

The open conversation can be moved to Resolved state in two ways:

1. The agent assures that the query is resolved and the user is satisfied with the solutions.

2. If there is inactivity on the chat from the user end, the conversation automatically moves to the resolved state after a given time interval which can be configured using the following document.

If the same user again sends a message when the conversation is in the Resolved state, the query will automatically assign to the same agent who was handling that query earlier.

Closed

The conversation automatically moves from resolved state to the Closed state after a given time interval which can be configured using the following document.

If the same user again sends a message when the conversation is in the Closed state, the query will come as a New Conversation and get assigned to a new agent. You can check the earlier conversation in Previous Conversations

How to check Previous Conversations?​

1. Navigate to the Previous Tickets section in the right panel

2. Click on See More and select the relevant ticket from the list