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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