Understanding Conversation States

When transitioning from another helpdesk platform, it is helpful to understand how conversation states work in Re:amaze. Each state serves a specific purpose in your workflow, helping you manage and prioritize support conversations effectively.

Open

Open conversations are actively awaiting a response from your team. This is equivalent to a Pending or New ticket in other helpdesk platforms. These are conversations that need attention from your support team.

Responded

After an agent replies to a conversation, it automatically moves to the Responded state. This is an interim status that indicates your team has engaged with the customer but hasn't yet marked the conversation as Done, On-Hold, or Archived.

Done

Done conversations are equivalent to Closed or Solved tickets in other platforms. When a conversation is marked as Done, it is considered resolved. If a customer replies to a Done conversation, it will automatically reopen and return to the Open state. When a conversation is marked as Done, the Re:amaze AI Agent and chatbots can also help respond if the customer writes in again, providing immediate assistance without requiring manual intervention.

On-Hold

Conversations with an active reminder set for a future date will be placed in the On-Hold state. This is useful when you are waiting on information from a customer or need to follow up at a later time. On-Hold conversations are marked as Resolved by default.

Auto-Done

Auto-Done conversations have been Resolved by the Re:amaze Assistant. These conversations are marked as Done and indicate that the AI successfully helped the customer without requiring agent involvement.

AI Agent Done

Conversations reach this state when a Re:amaze chatbot successfully assisted the customer. This occurs either when the customer indicates they have been helped or when they stop responding and the conversation has not been configured to escalate to your team.

Spam

Spam conversations are those identified as unwanted or irrelevant messages. Re:amaze's AI can automatically mark conversations as Spam based on content patterns, helping keep your inbox clean without manual filtering. You can also manually mark conversations as Spam when needed.

Archived

Archiving a conversation removes it from your active inbox while keeping it accessible for future reference. Archived conversations are not deleted. They can be viewed by selecting Archived under a specific channel or under All Conversations.

Unarchiving a conversation returns it to your main dashboard and its original channel without changing its Resolved status. Because Archiving automatically marks Unresolved conversations as Resolved, unarchiving will not restore the unresolved status. To search archived conversations, navigate to the Archived section before initiating your search.