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Conversation statuses

CXP uses conversation status to explain where customer work is in the support lifecycle.

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Open

Use Open for active work that needs agent, AI Assistant, or team attention. Open conversations appear in open queue views and can be assigned to an agent or team. The conversation composer can send a Public reply through an available Email or active Chat channel. Internal notes are also available.

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Pending

Use Pending when work is waiting on a customer, internal team, vendor, or other follow-up condition. Pending conversations can include:

• Pending On to show who owns the next action
• Pending Reason to explain why the conversation is waiting
• Pending At to record when it entered pending state

Moving a conversation to Pending removes it from live routing immediately but keeps any active web chat connected for your tenant’s configured chat idle period. A successfully received customer message, form, or attachment cancels that Pending idle timer. If the timer expires while the conversation is still Pending, CXP ends every active web chat in the conversation and disconnects the current widget sessions. Reconnecting the widget alone leaves the conversation Pending and does not cancel the timer. When CXP successfully receives new customer input, it reopens the conversation to Open and continues the chat there. The composer remains available for Internal notes while a conversation is Pending. Public reply and its channel selector are disabled until the conversation returns to Open.

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Resolved

Use Resolved when the customer issue appears solved but the tenant wants a reopenable review state. Resolved conversations are no longer treated as active open work, but they remain available in history and search. Moving a conversation to Resolved ends any active web chat immediately. A later widget reconnect by itself does not reopen the conversation. When the customer starts another chat, CXP resets the ended widget session and applies the tenant’s normal conversation-resolution rules. If that real customer activity is associated with the Resolved conversation, it reopens to Open. The composer remains available for Internal notes while a conversation is Resolved. Public reply and its channel selector are disabled until the conversation returns to Open.

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Automatic resolution after an AI Assistant interaction

Tenant administrators can set Bot conversation auto-resolve timeout under Settings → General. Enter a whole number from 1 through 48 hours, or enter 0 to disable automatic resolution. The default is one hour. After an AI Assistant completes a web-chat turn or a LiveKit voice interaction ends, CXP starts the timeout only when the conversation is Open, unassigned, not routing or handing off to a person, and has no active person or voice interaction. Customer activity, assignment, human participation, handoff, routing, or a manual status change cancels the current timeout. A later qualifying AI Assistant response starts a new timeout. A widget disconnect or reconnect without new customer input does not cancel or restart this timeout. When the timeout expires and those protections still hold, CXP performs the same Resolved transition as the conversation’s Resolve action, including the normal chat cleanup and notifications. A reconnect alone leaves it Resolved; later real customer activity can reopen the conversation to Open after normal conversation resolution. Closed conversations do not reopen.

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Closed

Use Closed when the conversation is final under your tenant process. Closed conversations are historical records. Moving a conversation to Closed ends any active web chat and disconnects the current customer widget session. A later widget return does not reopen the closed conversation; normal channel resolution determines where the new activity belongs. Closed conversations do not show the composer.

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Status hygiene

Use statuses consistently. Queue views, configured views, reporting, notifications, and follow-up processes all depend on accurate lifecycle state.