What are the different states a conversation can have?
Conversations can have the following states:
Open: New or unassigned conversations.
- Any incoming new message that is not currently assigned to anyone will land in the OPEN state
- It can be from a completely new contact or a contact whose conversation was previously closed.
- Agent can pick any conversation from an OPEN bucket & once replied to this conversation, the chat will be ASSIGNED to that particular agent.
- 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.
- Any Conversation that is assigned to an Agent
- 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.
- Any conversation which is marked as resolved by the Agent.
- 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
Related Articles
What is conversation-based pricing on WhatsApp Business API?
Conversation-based pricing charges businesses per conversation, not per individual message sent or received. Each conversation is a 24-hour message thread between the business and the customer.How is a conversation charged when a template is sent?
When the user sends a marketing, utility, or authentication template to a customer, Meta checks for an open conversation of the same category. If one exists, no new conversation is opened. If none exists, a new 24-hour conversation is started. ...How long does a conversation last on WhatsApp Business API?
Each conversation lasts 24 hours from the time a message is delivered, unless it is closed by a newly opened free-entry point conversation, which lasts 72 hours.What triggers the opening of a service conversation?
A service conversation is opened when any non-template message is sent and delivered to the customer, as long as no other conversation (marketing, utility, or authentication) is already open.How does a conversation transition from one state to another?
The transitions include: Open to Assigned: When Agent A opens an unassigned conversation and responds to it. It will be assigned to user A or; When Manager, Admin , Owner assigns a conversation to user A, it will be moved to Assigned State. Assigned ...