Question
I noticed conversation statuses with automatically detected values. Which statuses are available?
Answer
A conversation status is assigned as soon as an AI agent responds. Statuses help users report and filter conversation logs to assess the effectiveness of AI agents. A conversation's status may change throughout the session based on the dialogue and is recalculated with each visitor interaction.
After a session ends, the conversation status is updated to its final state. The end of a session depends on the type of bot used:
- For ticket bots, sessions end after 72 hours
- For chat bots, the session duration depends on the CRM platform. Typically, the session ends on escalation or defaults to 2 hours
You will find the meaning of each status below.
Conversation statuses for chat AI agents
- Agent escalation: The conversation was successfully transferred to a human agent
- Bot handled: The conversation contained meaningful intent, did not attempt escalation, and ended without the bot misunderstanding a message
- Custom escalation: The conversation contained a custom escalation label
- Email escalation: The conversation was successfully emailed to the support team
- Escalation failed: The conversation contained an unsuccessful escalation attempt
- No status: No criteria is met for Bot Handled or one of the escalations
Conversation statuses for ticket AI agents
- Not understood: The last message was not understood, and no actions or replies were triggered
- Recognized intent: The last message was understood, and no actions or replies were triggered
-
Processed: Actions were taken but no reply was sent except for the default reply, or the reply was empty
Note: Conversations answered by a human agent are considered processed
- Answered: The last message was understood, and a reply was sent
- No status: No criteria is met for Bot Handled or one of the escalations
For more information, see these articles:
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