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 a whole conversation
The statuses below appear in the Conversation overview pane when you view each conversation. These statuses apply to messaging, email, and voice AI agents:
- Unassisted: The conversation triggered only small talk or system replies, with the exception of a successful Generative replies or Knowledge reply. The AI agent didn't perform any automation except for AI agent-level actions that are triggered for all conversations.
- Assisted escalation: The AI agent escalated the conversation to a human agent
- Automated resolution: The conversation included a successful response from a generative reply or knowledge reply, or a response was provided from an identified use case other than a system reply
Conversation statuses for messaging AI agents
- Agent escalation: The system successfully transferred the conversation to a human agent
- Bot handled: The conversation contained a meaningful topic, did not attempt escalation, and ended without the bot misunderstanding a message
- Email escalation: The system successfully emailed the conversation to the support team
- Escalation failed: The conversation contained an unsuccessful escalation attempt
- No status: The conversation meets no criteria for Bot handled or one of the escalations
Conversation statuses for email AI agents
- Not understood: The AI agent did not understand the last message, and triggered no actions or replies
- Recognized topic: The AI agent understood the last message, and triggered no actions or replies
- Processed: The AI agent took actions but sent no reply except for the default reply, or the reply was empty
- Answered: The AI agent understood the last message, 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: The AI agent and a human agent sent a reply
- No status: The conversation meets no criteria for Bot handled or one of the escalations
For more information, see: