Conversation Status Flow

LiveDesk conversation statuses include five types: Open, AI-Replying, Snoozed, Resolved, and Closed. The logic for transitioning between different conversation statuses is shown in the following diagram:

sequenceDiagram
    participant U as User starts 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 conversation in 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 conversation in AI-Replying status


    Note over B: AI Agent automatically replies to conversation in 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: Status change to Resolved triggers CSAT survey then closes
    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 status is not counted in conversation volume