Re:amaze Conversation States
When transitioning from another helpdesk platform, it's 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—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's considered resolved. If a customer replies to a Done conversation, it will automatically reopen and move back to the Open state. Additionally, when conversations are marked as Done, the Re:amaze AI Agent and chatbots can 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 in the On-Hold status. This is useful when you're waiting on information from a customer or need to follow up later. On-Hold conversations are also marked as resolved by default.
Auto-Resolved
Auto-Resolved 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 intervention.
Chatbot Resolved
Conversations reach this state when a Re:amaze Chatbot successfully helped the customer. This happens either when the customer indicates they've been helped or when they don't respond and you haven't configured these conversations to be escalated 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 if needed.
Archived
Archiving conversations helps clear away clutter while keeping them accessible for future reference. Think of it as storing conversations in a virtual file cabinet—they're not deleted, just tucked away for safekeeping.
Archiving works on a channel basis, meaning you can view archived messages for specific channels by clicking the "Archived" link under each channel. You can also review all archived conversations by clicking "Archived" under "All Conversations."
Unarchiving a conversation returns it to your main dashboard and its original channel without changing its status. Since archiving automatically marks all unresolved conversations as resolved, unarchiving won't restore the unresolved status. To search archived messages, you'll need to initiate the search while viewing the Archived section.