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:

Omnichannel conversation states.

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

Transition from open to active or closed.

Active

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

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

Transition from active to closed, open, waiting, wrap-up, or in-progress state.

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

Transition from wrap-up to closed state.

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 only to asynchronous and persistent chats, and not live chats.

A conversation in waiting doesn't block their capacity. The conversation gets transitioned to waiting when the agent closes the session without ending the conversation (that is, without selecting the End button on the communication panel) or when the customer closes the browser window without closing the chat widget. For example, the agent waits for some information from customer and doesn't want to end the conversation, or the customer's browser closes unexpectedly.

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

Transition from waiting to closed, active, or open state.

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