Conversation Status
Status Types
Within the Live Agent Engine, your conversations can be toggled into the following statuses:
This is the default status for all conversations within your chat. Open conversations include:
Escalated conversations where a user is speaking to an agent and has yet to be resolved
Chat conversation where the user is speaking with the virtual assistant
This status type is assigned when an escalated conversation has been resolved by the agent. After clicking 'Resolve', the conversation will be transferred back to the virtual assistant so that an end user can continue to ask questions.
Don't be alarmed if you see a resolved conversation status revert to "Open". This means the end user is engaging with your virtual assistant again. If the user requires another escalation in the same conversation, you will get notified.
If an agent is waiting for a user to respond, you can 'snooze' a conversation to remove it from your primary queue or 'Mine' area if your dashboard is toggled to only show 'open' conversations. This status is helpful to only see open conversations without marking an incomplete chat as 'resolved'. Agents can snooze conversations for the following options:
Until Next Reply
An Hour From Now
Until Tomorrow
Until Next Week
Until Next Month
Custom
We recommend snoozing a conversation no longer than an hour from now. Past that, most users have left the chat and the conversation should be marked as 'resolved' by the agent.
Update the Status
An agent can choose the appropriate conversation status in the Live Agent Engine dashboard.
Select the conversation you'd like to adjust
Once selected, look for the green 'Resolve' button in the top right corner
Depending on the conversation's current status, you will have the option to:
Resolve: Click the green button
Reopen: Click the yellow button
Snooze: In the same button, hit the down arrow and select 'Snooze'
Updating Conversation Status in Bulk
Agents have the capability of updating conversation statuses in bulk. To do so:
Hover over a conversation’s blue icon icon and select the box that appears.
You can individually select additional conversations or select the box with the “-” in it at the top of the list to select all conversation in view (25).
To select more than 25 conversations at a time, scroll down to the bottom of the list of conversations and click on “load more conversations”. Reselect the box with the “-” symbol to add the next 25 conversations.
Select the action you'd like to perform: Assign a label, change the conversation status, or assign the conversation.
FAQs
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