What are the different states a conversation can have?

Conversations can have the following states:

Open: New or unassigned conversations.

1. Any incoming new message that is not currently assigned to anyone will land in the OPEN state
2. It can be from a completely new contact or a contact whose conversation was previously closed.
3. Agent can pick any conversation from an OPEN bucket & once replied to this conversation, the chat will be ASSIGNED to that particular agent.
4. All conversations on single/multiple WABA phone numbers associated with the same BAN will first land on the OPEN bucket of the chat section, this will be visible for all users of that BAN irrespective of role.

Assigned: Conversations assigned to a specific agent.

1. Any Conversation that is assigned to an Agent
2. All other agents can view this conversation under the ASSIGNED section but cannot intervene until the assigned agent has transferred that chat to another agent. Users with owner/admin/manager role can also take control of the ongoing conversation by either transferring it to themselves or by transferring it to other Agent

Closed: Resolved conversations or those without a customer response for 48 hours.

1. Any conversation which is marked as resolved by the Agent.
2. Any conversation in an ASSIGNED state where there is no response in 48 hours.

Note: No outgoing conversations that are part of the campaign will be part of the Chat section in any state, response from customer’s end (an incoming message) on the campaign message will be part of Chat section

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