> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://myoperator.crisp.help/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# 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

![](https://content.api.getguru.com/files/view/1a6152f2-82f1-4b12-abcd-3c140bc6ada5)

*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