Chat statuses are system statuses that allow you to monitor chats automatically and manually so you don’t miss a single customer inquiry and can process all messages in a timely manner.
Chat statuses
Each chat has one of four statuses: New, Reply Nedeed, Responded, or Completed. The status changes automatically depending on who messaged last, and can be changed manually if necessary.
New — the customer messaged for the first time but has not yet received a response from the team.
Reply Nedeed — the customer messaged again and is waiting for a response from the team.
Replied — the last message was sent by a staff member; a response from the customer is expected.
Completed — the conversation was closed manually or automatically due to inactivity.
How to Work with Chat Statuses
The chat status helps you keep track of whose turn it is to respond and whether the conversation requires further action. The status can change automatically or manually.
How the status changes automatically
The chat status is automatically updated depending on who sent the last message:
New — the customer is messaging for the first time, and the agent has not yet responded.
Replied—the agent responds in a chat with the status New or Requires a response.
Reply Nedeed — the customer sends a new message in a chat with the status Replied or Completed.
Replied — the agent replies in a completed chat. In this case, the chat is automatically reopened.
Completed — the chat is automatically closed after a period of inactivity if automatic closure is enabled for the channel.
How to Change the Status Manually
You can manually change the status of any chat to Reply Nedeed, Replied, or Closed, regardless of its current status.
Open the desired chat.
Click the current status at the top of the chat.
Select the desired status.
The New status cannot be set manually—it is assigned automatically when a customer first contacts you.
Most often, a chat is set to Closed when the customer’s issue has been resolved. If a customer messages a closed chat, it will automatically change to Reply Nedeed.
How to Set Up Automatic Chat Closure
Note: By default, chats in which the customer has not responded for more than 24 hours automatically change to “Completed” status and are no longer displayed in the list of active conversations.
To prevent inactive chats from remaining among active conversations, you can configure automatic closure for each channel.
Available settings for automatically closing inactive chats:
Automatically close “Replied” chats
Applies to chats where an agent was the last to message and the customer has not responded. By default, this setting is enabled with a period of 24 hours. If the customer does not message within the specified time, the chat will be automatically closed.
Automatically close “New” and “Reply Nedeed” chats
Applies to chats in which the team does not plan to respond. By default, this setting is disabled. Once enabled, the default period is 120 hours. If no new messages are received and the team does not respond within the specified time, the chat will end automatically.
You can enable any of these settings individually, enable both, or leave them disabled.
Note: Automatic termination is configured separately for each channel.