Understand conversation states

Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.

This article explains the various states and status reasons of the conversation (work item) in Omnichannel for Customer Service.

The conversation can be in an open or closed state, and can have the following status reasons:

• Open
• Active
• Waiting
• Wrap-up
• Closed

Channel refers to SMS, voice, social, and Microsoft Teams channels supported in Omnichannel for Customer Service.

Note

Additionally, the conversation might have the resolved or scheduled status reason, which is for internal use only.

Open

The conversation (work item) that is in the queue and not assigned to the agent is classified under Open state.

The conversation (work item) transitions from Open to Active or Closed under the following scenarios.

From status reason	To status reason	Scenario	Type
Open	Active	An agent picks the conversation from the Open work items stream. When the routing and work distribution feature pushes (assigns) the conversation to the agent.	Channel Chat
Open	Closed	The customer disconnects or ends the chat before the conversation is assigned to the agent. More information: Understand disconnected chats	Chat

Active

The conversation that an agent picks or is assigned to the agent is classified under Active. In Active, the agent capacity is consumed.

Note

• When you use the transfer to external number option for a voice call, the conversation remains in active state with the agent on the external number as the new primary agent. The capacity of the original agent is immediately released.
• When you transfer the voice call to another internal agent, the conversation remains in active state with the other internal agent as primary, and the original agent’s capacity is immediately released. When you transfer to another queue, the conversation goes into open state while waiting in the new queue, and the original primary agent’s capacity is immediately released.

The conversation (work item) transitions from Active to Closed, Open, Waiting, or Wrap-up under the following scenarios.

From status reason	To status reason	Scenario	Type
Active	Wrap-up	An agent selects the End button on communication panel during the conversation with the customer. When customer ends the conversation by selecting the End button on the portal chat widget (only for a chat channel). When the customer is disconnected from the conversation (applicable only to Live chat channel).	Channel Chat
Active	Open	An agent disconnects the conversation and doesn't reconnect within a specified timeout period. When an agent releases the conversation to the queue. When an agent transfers the conversation to another queue. When an agent closes the session while the conversation is active (applicable only to Live chat channel).	Channel Chat
Active	Waiting	An agent closes the session (not ending the conversation by selecting the End button) while the conversation is active.	Channel The status change isn't applicable to Live chat.
Active	Closed	An agent resolves the case (or get a record to nonactive state) and closes the session.	Record
Active	Closed	The customer disconnects or ends the chat before the conversation is accepted by the agent. More information: Understand disconnected chats	Chat

Wrap-up

The wrap-up state is an intermediate state after the agent ends the conversation and does post-conversation activities, such as taking notes and updating the customer information, before moving the conversation to the Closed state. In the Wrap-up state, the agent capacity is blocked according to the duration that the agent selects in the Block capacity for wrap up field in the workstream. If the agent selects Always block, their capacity is blocked as long as the conversation is in the Wrap-up state. If the Don't block setting is selected, the agent capacity is released as soon as conversation moves from Active to Wrap-up state. The agent might also select a duration that ranges from 1 to 60 minutes. More information: Configure work distribution

The conversation (work item) transitions from Wrap-up to Closed under the following scenario.

From status reason	To status reason	Scenario	Type
Wrap-up	Closed	The agent selects the End button in communication panel and closes the session.	Channel Chat

Note

When a live chat conversation gets disconnected, Omnichannel for Customer Service will automatically move Active conversations to the Wrap-up state. More information: Understand disconnected chats

Waiting

Note

Waiting state applies to asynchronous and persistent chats only, and not live chats.

A conversation in waiting doesn't consume agent capacity.When an agent closes the session by selecting the close icon but doesn't end it by selecting the End button on the communication panel, the conversation moves into the Waiting state. For example, the agent has asked for more information from the customer who is yet to respond back and the agent closes the communication panel without ending the conversation. The conversation is reassigned to an agent after the customer responds.

The conversation (work item) transitions from Waiting to Closed, Active, or Open under the following scenarios.

From status reason	To status reason	Scenario	Type
Waiting	Closed	There's no activity on this conversation from either customer or agent, within inactivity timeout period.	Channel
Waiting	Active	An agent revives the session from the My work items stream on Omnichannel Agent Dashboard.	Channel
Waiting	Open	The customer revives the conversation within a specified timeout period while the session is still active in the browser.	Channel

Closed

The conversations that are completed by ending them or closing the session are classified as Closed conversations. Agents can't reactivate or reopen closed conversations.

See also

View communication panel
Configure automatic closure of conversations
Configure automatic closure of conversations using Power Apps