Connect Support chat states

  • リリースバージョン: Australia
  • 更新日 2026年03月12日
  • 所要時間：1分

    • Connect Support chats move through specific states.

    図 : 1. Connect Support states diagram
    Connect Support states diagram showing the full cycle of states for a support conversation
    表 : 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.
    • During a chat, if an agent creates an incident or case and closes it, the chat session closes automatically.