The transitions include:

Open to Assigned:

1. When Agent A opens an unassigned conversation and responds to it. It will be assigned to user A or;
2. When Manager, Admin , Owner assigns a conversation to user A, it will be moved to Assigned State.

Assigned to Closed:

1. When the conversation is marked as Resolved by the assignee or;
2. Manager can assign it to themselves & mark conversation as resolved

ASSIGNED to Auto-Closed:

1. When there is no response from the customer for the last 48 hours then the conversation will be auto-closed. Status will be CLOSED

Closed to Assigned:

1. When a customer replies to a CLOSED conversation within 48 hours of the previous reply, the conversation will move to the last user/agent.
2. When any user/agent sends a message to a CLOSED conversation, then the conversation will become assigned to that particular Agent

Closed to Open:

1. When a customer sends a message after 48 hours from their previous message, the conversation will be moved to an OPEN state & anybody can pick the chat to answer this message. The chat will be assigned to that agent/user

Business Initiated Conversation (BIC) to Assigned:

1. When a template message is sent by the Agent to the customer which is in closed state
2. When a template message is sent by the Agent to a new contact.
3. In both the cases, the conversation will be assigned to the Agent who sent the template message.