⚡Quick answer- When a chat moves into the Assigned state, it is auto-assigned to the agent who intervene in that chat. Only the assigned agent can reply; everyone else has read-only access unless a Manager/Admin/Owner reassigns the conversation. When ...
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 ...
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 ...
Yes, other agents can view conversations that are in the Assigned state—but they cannot reply unless the chat is reassigned or overridden by someone with the right permissions. ? What Happens When a Conversation Is Assigned? Role Can View? Can ...