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Connect Support chat states

Connect Support chat states

Connect Support chats move through specific states.

Figure 1. Connect Support states diagram
Connect Support states diagram showing the full cycle of states for a support conversation
Table 1. Connect Support chat states
State Definition
Waiting
  • Requestor/end user entered a queue by sending a message; agent did not accept it yet
  • End user re-joins a session before agent closes it
Work in Progress
  • Agent accepts a chat from a queue. Both requester and agent
  • Requestor/client leaves an ongoing conversation (session times out, loss of connectivity); agent does not end a session; requester rejoins
Closed Abandoned Requestor/client leaves a conversation before agents accepts it
Closed Escalated Agents escalated an ongoing conversation by performing Escalate action from a hamburger menu.
Closed Complete
  • Agent leaves/closes an ongoing conversation with a requestor/client
  • End user times out
  • End user ends their session