LiveDesk Conversation Status Flow

LiveDesk conversation statuses help teams distinguish between conversations that are “being handled,” “handled by AI,” “snoozed,” and “already ended.” Manual actions by support agents, AI Agents, Rule Agents, automation rules, and new visitor messages can all cause status changes.

Status Descriptions

AI-Replying is the display name used in the product. In some configurations or interfaces, it appears as pending.

Available Status Transitions

sequenceDiagram
    participant U as User starts a new conversation
    participant A as Open
    participant B as AI-Replying
    participant C as Snoozed
    participant D as Resolved
    participant F as Closed

    Note over U: Channel disables AI Agent
    U->>A: Create a conversation with Open status
    A->>B: Can transition to AI-Replying
    A->>C: Can transition to Snoozed
    A->>D: Can transition to Resolved
    Note over U: Channel enables AI Agent
    U->>B: Create a conversation with AI-Replying status

    Note over B: AI Agent automatically replies to conversations with AI-Replying status
    B->>C: Can transition to Snoozed
    B->>A: Can transition to Open
    B->>D: Can transition to Resolved

    C->>A: Automatically or manually transition to Open after expiration
    C->>D: Can transition to Resolved
    C->>B: Can transition to AI-Replying

    Note over D: Changing the status to Resolved triggers a satisfaction survey, after which the conversation is closed
    D->>A: Can transition to Open
    D->>B: Can transition to AI-Replying
    D->>F: Can transition to Closed
    F->>A: Can transition to Open
    Note over F: Closed conversations are not included in the conversation count

Closed conversations can only be reopened as Open. To hand a closed conversation over to AI or snooze it again, reopen it first.

How to Change Conversation Status

Manual Actions by Support Agents

Support agents can change a conversation’s status to Open, Resolved, Snoozed, or AI-Replying.

• When Snoozed is selected, a resume time can be set. The conversation automatically returns to Open when that time arrives.
• When AI-Replying is selected, LiveDesk requests that the AI Agent take over. The conversation is displayed as AI-Replying only after the AI Agent successfully takes it over.
• Closed conversations must be reopened before they can be handled, snoozed, or handed over to AI.
• When “Switch Status” is used, Open changes to Resolved, while Resolved, Snoozed, and AI-Replying change to Open. Closed is not included in the switch.

When a visitor clicks to end a conversation in the web chat window, the current conversation is marked as Resolved. If the conversation is already Closed, it remains Closed.

AI Agent Handoff and Transfer to a Human

When a conversation is handed over to AI, LiveDesk first confirms that the Channel has AI Agent enabled, after which the AI Agent receives the conversation. The status changes to AI-Replying only after the handoff succeeds.

sequenceDiagram
    participant C as Support Agent or Rule Agent
    participant S as LiveDesk
    participant AI as AI Agent
    participant H as Human Support Agent

    C->>S: Hand the conversation over to AI
    S->>AI: Initiate handoff request
    alt AI handoff succeeds
        AI-->>S: Confirm handoff
        S-->>C: Status changes to AI-Replying
    else AI unavailable or handoff fails
        AI-->>S: Unable to take over
        S-->>C: Retain the original status
    end

    AI->>S: Request transfer to a human or report a processing error
    S->>S: Change AI-Replying to Open
    S-->>H: Enter the human assignment and handling process

When the AI Agent proactively transfers a conversation to a human, or when an AI reply fails, LiveDesk changes the AI-Replying conversation back to Open so that a support agent can continue handling it. If the account has the relevant automation rules configured, a support agent or team can also be assigned automatically, or a reminder can be sent.

New conversations start as Open by default. Even if the Inbox has AI Agent enabled, the conversation enters AI-Replying only after the AI successfully takes it over.

Rule Agent

A Rule Agent can automatically perform actions based on conversation events and conditions, such as opening a conversation, marking it as resolved, snoozing it, assigning a support agent, or handing it over to an AI Agent.

sequenceDiagram
    participant E as Conversation event
    participant R as Rule Agent
    participant S as LiveDesk
    participant A as AI Agent or human support agent

    E->>R: Trigger condition evaluation
    R->>S: Execute the matching action
    alt Action is to open, resolve, or snooze
        S->>S: Update conversation status
    else Action is to assign a human support agent or team
        S->>A: Update assignee
    else Action is to hand over to an AI Agent
        S->>A: Request AI handoff
        A-->>S: Display AI-Replying after successful handoff
    end

• Assigning a human support agent or team primarily changes the assignee and does not necessarily change the current status.
• Handing over to an AI Agent follows the same rules as manually handing a conversation over to AI: the status changes to AI-Replying only after the AI successfully takes it over.
• If a rule contains multiple actions, the system executes them in the order configured in the rule. Actions that do not apply to the current status do not override valid actions that have already been completed.

Common trigger events include creating a conversation, opening or resolving a conversation, a visitor sending a message, a customer waiting beyond the timeout, and AI processing errors. Whether an action is actually executed depends on the rules and conditions enabled in the account.

Visitor Sends a New Message

After a visitor sends a public message, the system determines whether to reopen the conversation based on its current status, then continues executing the configured automation and AI processing.

sequenceDiagram
    participant V as Visitor
    participant S as LiveDesk
    participant R as Rule Agent / Automation rules
    participant AI as AI Agent
    participant H as Human support agent

    V->>S: Send a new message
    alt Current status is Resolved, Snoozed, or Closed
        S->>S: Reopen as Open
    else Current status is Open or AI-Replying
        S->>S: Keep the current status
    end
    S->>R: Trigger message-related rules
    alt AI handoff succeeds
        R->>AI: Request conversation handling
        AI-->>S: Confirm handoff
        S-->>V: Conversation enters AI-Replying
    else Not handed over to AI
        S-->>H: Remain Open and wait for human handling
    end

If the conversation is Snoozed, a new visitor message immediately cancels the snooze and reopens the conversation. If the conversation is muted, messages are still received normally, but the conversation is not automatically reopened because of the message.

Automatic Status Flow

Administrators can configure the durations for automatic resolution and automatic closure in the account settings. The system automatically handles conversations based on the time of their last activity:

Automatic closure and satisfaction surveys are two independent features. After a conversation changes to Resolved, whether a satisfaction survey is sent depends on the account and Channel satisfaction settings. Sending the survey does not immediately close the conversation.

What Happens After a Status Change

• The conversation list, details page, and relevant support agents receive the status update.
• After the conversation changes to Resolved, it may enter the survey process according to the satisfaction settings.
• After the conversation changes to Closed, it is no longer included in the active conversation count. A new message from a support agent or visitor can still reopen it.
• AI-to-human transfers, Rule Agents, and automation rules may require a short processing time. Use the final status displayed in the conversation as the source of truth.