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Connect Support chat states

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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
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
  • Requester/end user clicks End Chat button after agent accepts the request.
  • Requester/end user times out.
Closed Escalated Agent escalates an ongoing conversation by performing the Escalate action from the menu icon.
Closed Complete Agent ends the session.
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