Chat Statuses

A Live Chat status means the conversation is active and ongoing — you and the customer are engaged and messages are flowing in real time.

How it gets here: A customer's request was accepted by you and the chat is live and in progress.

What you can do: Reply, Resolve, Place On Hold, or Assign to another agent.

A Resolved status means the conversation has been successfully closed. The customer's issue was addressed and the chat was formally ended.

How it gets here: You clicked the Resolve button at the end of an active Live Chat conversation.

What you can do: Reopen the conversation if a follow-up is needed within the session window.

A Reopen status means a previously resolved conversation has been restarted — typically because a follow-up question came in, a detail was missed, or a correction is needed.

How it gets here: A conversation was Resolved, and you or a colleague clicked the Reopen button within the 24-hour session window.

What you can do: Continue the conversation as normal in the chat window. Once done, resolve it again.

An On Hold status means you've deliberately paused a chat — typically because you're waiting on something such as a document, an approval, or a customer's response. The chat is not closed; it's parked until action is taken.

How it gets here: You clicked the On Hold option within an active Live Chat.

What you can do: Resume manually by clicking Retrieve, or it auto-resumes when the customer replies.

A ChatBot status means the conversation is currently being handled by the automated bot — either before being escalated to an agent, or after being returned to the bot post-resolution.

How it gets here: The customer interacted with the bot flow and it hasn't been escalated yet, or the conversation was resolved and handed back to the bot.

What you can do: No action required unless escalation is needed.

A Blocked status means the contact has been blocked. This is a rare action taken only in exceptional circumstances.

How it gets here: An agent manually blocked the contact.

What you can do: Unblock if needed by clicking on the unblock user.

This status means the chat was accepted but never successfully closed, and the 24-hour session window expired — with the agent marked as responsible. This is the default classification for all expired, unresolved chats.

How it gets here: The 24-hour session window expired with no resolution, and no User Dependency was marked by the agent before expiry.

What you can do: This will be visible in your reports and is flagged for supervisor review.

This status means the chat expired unresolved, but the agent had explicitly marked a User Dependency — meaning the customer had not responded, and the delay was not the agent's fault.

How it gets here: The agent marked User Dependency before the 24-hour window expired and the customer did not reply.

What you can do: This classification is used for fair performance tracking — it distinguishes your situation from an Agent Drop.

This status means a chat request came in during business hours but was never picked up by any agent before the window closed.

How it gets here: No agent accepted the request despite it arriving within active business hours.

What you can do: Escalate to your supervisor — this is useful data for workforce planning[3.1][4.1].

[Screenshot placeholder — Missed OBH status]

This status means a customer messaged outside of business hours when no agents were available to receive the chat.

How it gets here: The customer messaged outside active hours and no agents were online.

What you can do: When you're back online, proactively reach out to the customer using the Reach Out to a Customer feature.