Conversation Lifecycle and State Transitions

Conversations in the platform follow a clear lifecycle—transitioning between Open, Assigned, and Closed states based on agent actions, customer replies, and timing rules.

Below is a breakdown of each state transition and the triggers that move a conversation from one status to another.

🔁 Open → Assigned

Occurs when:

• ✅ An agent replies to a message in the Open bucket; the conversation is auto-assigned to that agent.
• ✅ A manager, admin, or owner manually assigns the chat; the conversation moves to the Assigned state under that agent.

🟡 Assigned → Closed

Occurs when:

• ✅ The assigned agent marks the conversation as resolved.
• ✅ A manager/admin takes control and resolves it manually.

⏳ Assigned → Auto-Closed

Occurs when:

• 🕒 No reply from the customer for 48 hours; the conversation is auto-marked as Closed by the system.

🔄 Closed → Assigned

Occurs when:

• ✅ The customer replies within 48 hours of the last message; the chat is auto-assigned back to the last handling agent.
• ✅ Any agent sends a message to a closed conversation; the conversation becomes Assigned to that agent.

🔄 Closed → Open

Occurs when:

• 🕒 The customer replies after 48 hours of the last message; the chat moves to Open, allowing any agent to pick it up. Once picked and replied to, it becomes Assigned.

✉️ Business-Initiated → Assigned

Occurs when:

• ✅ An agent sends a template message (HSM) to a customer who has an existing Closed conversation or is a new contact; the conversation becomes Assigned to the agent who sent the message.

📚 Related FAQs

• What are the different states a conversation can have?
• What triggers auto-closing a chat?
• How do I assign or reassign a conversation?

Updated on: 21/09/2025