How does a conversation transition from one state to another?

How does a conversation transition from one state to another?

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
    • Who is a new contact
      → The conversation becomes Assigned to the agent who sent the message

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