What are the different states a conversation can have?

What are the different states a conversation can have?

On the platform, every customer conversation can be in one of three states: Open, Assigned, or Closed. These states determine how chats are routed, managed, and displayed to your support agents.

🟢 Open

Definition:
New or unassigned conversations that haven’t been picked up by any agent.

When does a conversation become Open?

  • A customer sends a new message (even if they’ve messaged before).
  • A previous conversation was marked as closed and the customer sends a new reply.
  • A conversation lands from any WABA number linked to your Business Account Number (BAN).

Key Behaviors:

  • Appears in the Open tab of the Inbox.
  • Visible to all agents, regardless of role.
  • Agents can pick up any chat from this list.
đź’ˇ Once an agent replies to a conversation in the Open state, it automatically becomes Assigned to them.

🟡 Assigned

Definition:
Conversations actively being handled by a specific agent.

When does a conversation become Assigned?

  • An agent replies to a chat in the Open bucket.
  • An admin/manager assigns a conversation to a specific agent.

Key Behaviors:

  • Appears in the Assigned tab for all agents, but only the assigned agent can reply.
  • Admins, managers, and owners can:
    • Take over a chat directly
    • Reassign it to another agent
🔄 Other agents can view but cannot reply unless reassigned.

đź”´ Closed

Definition:
Conversations that are resolved or inactive beyond a certain threshold.

When does a conversation become Closed?

  • An agent manually marks it as Resolved.
  • A conversation in Assigned state receives no customer response for 48 hours.

Key Behaviors:

  • No further replies allowed unless the customer sends a new message.
  • Automatically reopens as Open if the customer replies again.
✅ Use the “Mark as Resolved” action in the chat panel to manually close a conversation.


⚠️ Important Notes

  • Campaign messages (outbound, non-reply) are not shown in the Inbox.
  • Replies from customers to a campaign message will appear in the Open tab like any other chat.
  • Conversations across multiple WABA numbers under the same BAN will all route into the same Open bucket.

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