All customer conversations are segmented in different inbox views within Chat Manager. These views group conversations by status which are either auto-assigned or manually assigned by agents to manage conversations effectively.
Digital Connect Conversation Statuses
All customer conversations are segmented in different inbox views within Chat Manager. These views group conversations by status which are either auto-assigned or manually assigned by agents to manage conversations effectively.
| Status | Definition | Example |
|---|---|---|
| All (Active) | indicates all conversations not yet assigned to any agent. |
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| Assigned | indicates conversation has been assigned to an agent and is in progress |
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| Pending | indicates agent is waiting for more information from customer or investigation from internal business team to help resolve the issue |
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| Spam | indicates a conversation containing harmful or abusive words or not relevant to the business can be marked as ‘Spam’ by the agent. |
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| Closed | indicates an agent has resolved the issue and closed the conversation |
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| Expired | With our Expired conversations view, we’re focusing on providing you with better visibility and monitoring of incoming conversations which have a time out rule for agent/supervisor replies depending on the social messaging channel. When time out is reached for an incoming conversation via WhatsApp channel (24-hour session limit) it will be automatically moved to the Expired inbox. |
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| Exited | indicates a conversation where customer exits the conversation without getting a response from the agent. |
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| Mentioned | indicates a conversation in which you have been tagged by another agent or a supervisor in a private note to seek assistance to resolve an issue |
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