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What are the different states a conversation can have?

Conversation States


On the platform, every customer conversation can be in one of three states: Open, Assigned, or Closed. These states determine how chats are routed, managed, and displayed to your support agents.



🟢 Open


Definition:

New or unassigned conversations that haven’t been picked up by any agent.


When does a conversation become Open?


  • A customer sends a new message (even if they’ve messaged before).
  • A previous conversation was marked as closed and the customer sends a new reply.
  • A conversation lands from any WABA number linked to your Business Account Number (BAN).


Key Behaviors:


  • Appears in the Open tab of the Inbox.
  • Visible to all agents, regardless of role.
  • Agents can pick up any chat from this list.


Tip : Once an agent replies to a conversation in the Open state, it automatically becomes Assigned to them.



🟡 Assigned


Definition:

Conversations actively being handled by a specific agent.


When does a conversation become Assigned?


  • An agent replies to a chat in the Open bucket.
  • An admin/manager assigns a conversation to a specific agent.


Key Behaviors:


  • Appears in the Assigned tab for all agents, but only the assigned agent can reply.
  • Admins, managers, and owners can:
  • Take over a chat directly
  • Reassign it to another agent


Info : Other agents can view but cannot reply unless reassigned.



🔴 Closed


Definition:

Conversations that are resolved or inactive beyond a certain threshold.


When does a conversation become Closed?


  • An agent manually marks it as Resolved.
  • A conversation in Assigned state receives no customer response for 48 hours.


Key Behaviors:


  • No further replies allowed unless the customer sends a new message.
  • Automatically reopens as Open if the customer replies again.


Tip : Use the "Mark as Resolved" action in the chat panel to manually close a conversation.




⚠️ Important Notes


  • Campaign messages (outbound, non-reply) are not shown in the Inbox.
  • Replies from customers to a campaign message will appear in the Open tab like any other chat.
  • Conversations across multiple WABA numbers under the same BAN will all route into the same Open bucket.




Updated on: 21/09/2025