Conversation Labels and statuses work together. Understanding both helps interpret the Thread List correctly, apply filters confidently, and avoid hiding conversations that still need review.
Conversation Labels group conversations by a defined set of statuses.
| Label | Definition | Statuses |
|---|---|---|
| All | Shows every conversation. | Bot Handling, Pending 1st Response, Pending Response, Open, Snoozed, Previously Snoozed, and Closed |
| Active | Shows open conversations that still need attention. | Pending 1st Response, Pending Response, Open, Snoozed, and Previously Snoozed |
| Bot | Shows conversations the chatbot is currently handling. | Bot Handling and Closed |
| Human | Shows conversations currently handled by a live agent. | Pending 1st Response, Pending Response, Open, and Previously Snoozed |
Conversation statuses describe the current state of each conversation and what attention it needs.
| Status | Meaning |
|---|---|
| Pending 1st Response | A new chat handled by a live agent that is waiting for the first agent reply. |
| Previously Snoozed | The conversation was snoozed before. The snooze time has passed, and the conversation should be reviewed for next steps or pending replies. |
| Pending Response | An active conversation that needs a follow-up from a live agent. |
| Open | The agent has sent a message. The conversation is waiting for the customer to respond. |
| Bot Handling | The chatbot is actively responding to the customer and managing the conversation automatically. |
| Snoozed | Temporarily paused so it does not require immediate attention. |
| Closed | The conversation is complete and considered resolved. |