Mark Conversation Open/Pending/Spam/Done/Invalid

Mark Conversation Open

This option can be utilized when you open the conversation in any situation, Please note that by default all the conversations would be Open unless we don’t set up any function inside it.

Mark Conversation Pending

This option will automatically set the status of the chat as Pending, A use case might be like if a Shop has three categories.

• Shipping

• Payment

• Refund

So if the user selects Refund, the bot will mark this chat status as Pending for emphasizing this chat information to the chat agent.

Watch on the Live chat Screen: Here you can see that the chat status is set to Pending status when the user selects the Refund option in the chat section.

Mark Conversation Spam

Chat can be marked spam, We need to ensure that the chatbot provides accurate and reliable information, while building bot we can mark users' chat to Spam to avoid distraction.

Mark Conversation Done

Chat can be marked done on certain cases, What if your flow has success and the user got what he desired? You can set this in a particular action set Done. So in that way, your Chat Agent will not opt for the Done status chat.

So Let’s say Whenever the user selects the Rating option we will mark the conversation status Done.

Mark Conversation Invalid

A conversation can be marked invalid based on certain criteria, a lead that is not fulfilling the business case of an agent/bot may marked invalid.

Note: When a conversation is marked as invalid, the chat/contact is moved to the "Invalid" inbox. Invalid users cannot trigger the chatbot. This action is irreversible, and to remove invalid status, the contact must be manually deleted from the chatbot.