Question

I noticed conversation statuses with automatically detected values. Which statuses are available?

Answer

Zendesk assigns a conversation status as soon as an AI agent responds. Conversation statuses help you report and filter conversation logs to assess AI agent effectiveness. A conversation's status may change throughout the session based on the dialogue. The system recalculates the status with each visitor interaction.

After a session ends, the conversation status updates to its final state. The end of a session depends on the bot type:

  • For email AI agents, sessions end after 72 hours
  • For messaging AI agents, the session duration depends on the CRM platform. Typically, the session ends on escalation or defaults to 2 hours.

Review the meaning of each status below:

Conversation statuses for messaging 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 email 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
  • Answered: The last message was understood, and one of the following is true: The AI agent sent a reply, or the AI agent triggered a macro that added a public comment to a ticket.
  • Escalated: A reply was sent by the AI agent and a human agent
  • No status: No criteria is met for Bot Handled or one of the escalations

For more information, see:

  • Analyzing advanced AI agent performance with the reporting dashboard
  • Reviewing conversation logs for advanced AI agents
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