Managing Chat Status for Effective Workflow

Overview

Agent Assist provides eight distinct status types to facilitate effective chat management. Each status serves a specific purpose in the system, ensuring smooth chat handling and optimal workflow organization.

Chat Status Types

Status: New

Whenever a chat is created and is either handled by a bot or not assigned to an agent, its status will be automatically set to "New."

Key Characteristics:

Automatically assigned to new chats
Indicates chat is in initial processing stage
System manages transitions automatically
Default status for unprocessed chats

Chat Status Overview

Best Practices

Status Management

Operational Excellence

Use appropriate status for each situation
Update status promptly during interactions
Monitor pending and awaiting response chats regularly
Configure proper timeout settings for optimal flow

Performance Tracking

Analytics & Insights

Leverage resolved status for comprehensive metrics
Analyze status transition patterns for optimization
Track team efficiency through status data analysis
Use insights for continuous workflow improvement

Assignment Optimization

Resource Management

Monitor "No Rules Matched" for rule gaps
Track "Waiting for Assignment" patterns
Adjust team availability based on queue data
Optimize assignment rules for better distribution

Customer Experience

Service Quality

Minimize time in waiting statuses
Use "Awaiting Response" to manage expectations
Track resolution times across all statuses
Maintain communication during pending states

Status Transition Guidelines

Manual Status Changes

Agent-Controlled Transitions:

Open → Awaiting Response: When expecting customer input
Open → Pending: When requiring internal action
Awaiting Response → Open: When customer responds
Pending → Open: When internal requirements are met
Any Status → Resolved: When issue is successfully addressed

System-Controlled Transitions:

New: Automatic for newly created chats
No Rules Matched: Automatic when no assignment rules apply
Waiting for Assignment: Automatic when rules match but agents unavailable
Waiting for Assignment → Open: Automatic when agent becomes available
Resolved → Closed: Automatic based on re-open time configuration

Key Takeaways

Summary

These eight distinct chat statuses enhance workflow management by ensuring each chat is appropriately tracked and acted upon throughout its entire lifecycle. Each status - New, No Rules Matched, Waiting for Assignment, Open, Awaiting Response, Pending, Resolved, and Closed - serves a specific purpose in the system. Proper status utilization contributes to more efficient and effective chat handling, improved customer experience, and better team performance insights.