Articles on: MyOperator

What are the different states a conversation can have on the MyOperator platform?

Quick answer


Every customer conversation lives in exactly one of three states:


  • Open – new or unassigned chats visible to all agents.
  • Assigned – chats owned by a specific agent; only that agent (or an admin/manager) can reply.
  • Closed – resolved or inactive chats that disallow new agent replies until the customer messages again (if 24 hours window is expired).


When should I use this guide?


Use this FAQ to understand how the Inbox sorts conversations, when a chat automatically moves between states, and what agents or admins can and cannot do in each state.



1. State definitions & triggers


State

When it starts

Who can reply

How it ends

🟢 Open

Customer sends a message; Closed chat gets a new customer reply; Any WABA number routes a new chat to your BAN.

Any agent

Agent reply → Assigned

🟡 Assigned

An agent replies to an Open chat; Admin/manager assigns chat to agent.

Assigned agent (admins can override)

Agent marks Resolved → Closed; 48 h of no customer reply → Closed

🔴 Closed

Agent marks Resolved; 48 h inactivity in Assigned.

None (read-only)

Customer messages again → Open



2. State-change rules


  1. Replying from the Open bucket immediately sets the assigned agent.
  2. A manual Mark as Resolved action moves the chat to Closed.
  3. After 48 hours of silence in Assigned, the system auto-closes the chat.
  4. Any new customer message on a Closed chat reopens it as Open.



3. What you CANNOT do


  • Agents cannot reply to assigned chats owned by someone else unless an admin reassigns or takes over.
  • No agent can send free-flow messages in a Closed chat (can initiate via template); only a customer message re-opens it.
  • Campaign (outbound) messages do not appear in the Inbox; only the customer’s replies do, as Open.



5. State-flow diagram



Alt-text: State diagram showing transitions between Open, Assigned, and Closed based on agent or customer actions.



Keywords: conversation states, Open, Assigned, Closed, chat routing, mark as resolved

Updated on: 12/01/2026