Connect Support chat states
Connect Support chats move through specific states.
Image omitted: chat-support-states-diagram.png
Connect Support states diagram showing the full cycle of states for a support conversation
Connect Support states diagram showing the full cycle of states for a support conversation
| Composite state | State | Definition |
|---|---|---|
| Active | Waiting | - Requester/end user enters a queue by sending a message. Agent has not yet accepted it. - Requester/end user rejoins a session that is in a Reopenable state. |
| Work in Progress | - Agent accepts a chat from a queue. Both requester and agent engage in a chat session. - Requester/end user temporarily leaves an ongoing conversation; requester or agent does not end the session; requester rejoins session. | |
| Reopenable | Closed Abandoned | Requester/end user clicks End Chat button before agent accepts the request. |
| Permanently closed | Closed by Client |
|
| Closed Escalated | Agent escalates an ongoing conversation by performing the Escalate action from the menu icon. | |
| Closed Complete | - Agent ends the session. - During a chat, if an agent creates an incident or case and closes it, the chat session closes automatically. |