> For the complete documentation index, see [llms.txt](https://docs.omnichat.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.omnichat.ai/en/features/conversation-2.0/layout/conversation-cases-and-statuses/case-statuses.md).

# Conversation Statuses

## New Conversation

| First received message                                                       | Live Chat\* |
| ---------------------------------------------------------------------------- | ----------- |
| LINE rich menu > Chatbot button                                              | Chatbot     |
| <p>LINE rich menu > Text Button</p><p>（Setup in Omnichat backend system）</p> | Chatbot     |
| <p>LINE rich menu > Text Button</p><p>（Setup in LINE backend system）</p>     | Live Chat＊  |
| LINE subscription 6-digit code                                               | Chatbot     |
| Type "Get Started" on Facebook                                               | Chatbot     |
| Facebook Chatbot                                                             | Chatbot     |
| Text message (triggering Keyword Autoreply)                                  | Chatbot     |
| Text message (without triggering the Keyword Autoreply)                      | Live Chat＊  |
| Messages with Photos, Videos, Audio, Documents, Stickers, etc.               | Live Chat＊  |

{% hint style="info" %}
Unless triggered by a Keyword Auto Reply rule, all new messages will go to "Live Chat".\
If there is an assigned agent to follow up, the conversation status will be "Progress".
{% endhint %}

## Open

### Live Chat Status

The status of all conversations in "Live Chat" **will not be changed because of the received message type.**

For example, the conversation will stay in "Live Chat" even the customer clicks the "Chatbot" button.

### Chatbot Status

| LINE rich menu > Chatbot button                                            | Chatbot (unchanged)        |
| -------------------------------------------------------------------------- | -------------------------- |
| <p>LINE Chatbot > Text Button</p><p>（Setup in Omnichat backend system）</p> | Chatbot (unchanged)        |
| <p>LINE rich menu > Text Button</p><p>（Setup in LINE backend system）</p>   | **Transfer to Live Chat＊** |
| LINE subscription 6-digit code                                             | Chatbot (unchanged)        |
| Type "Get Start" on Facebook                                               | Chatbot (unchanged)        |
| Facebook Chatbot                                                           | Chatbot (unchanged)        |
| Text message (trigger the Keyword Autoreply)                               | Chatbot (unchanged)        |
| Text message (not trigger the Keyword Autoreply)                           | **Transfer to Live Chat＊** |
| Messages with Photos, Videos, Audio, Documents, Stickers, etc.             | **Transfer to Live Chat＊** |

{% hint style="warning" %}
If you click "Close the Case" for a case in the **Open** section, it will be moved directly to **"Team Cases - Closed"** (since no specific agent has followed up the case).
{% endhint %}

## Progress

The status of all conversations in "Progress" **will not be changed because of the received message type.**

{% hint style="info" %}
**Keyword Autoreply** will not be triggered if the conversation status is "Progress," unless you have enabled it for this status.
{% endhint %}

## Closed

| LINE rich menu > Chatbot button                                              | **Transfer to Chatbot**    |
| ---------------------------------------------------------------------------- | -------------------------- |
| <p>LINE rich menu > Text Button</p><p>（Setup in Omnichat backend system)</p> | **Transfer to Chatbot**    |
| <p>LINE rich menu > Text Button</p><p>（Setup in LINE backend system)</p>     | **Transfer to Live Chat＊** |
| LINE subscription 6-digit code                                               | **Transfer to Chatbot**    |
| Type "Get Start" on Facebook                                                 | **Transfer to Chatbot**    |
| Facebook Chatbot                                                             | **Transfer to Chatbot**    |
| Text message (trigger the Keyword Autoreply)                                 | **Transfer to Chatbot**    |
| Text message (not trigger the Keyword Autoreply)                             | **Transfer to Live Chat＊** |
| Messages with Photos, Videos, Audio, Documents, Stickers, etc.               | **Transfer to Live Chat＊** |

{% hint style="info" %}
If there is an assigned agent to follow up, the conversation status will be "Progress".
{% endhint %}

{% hint style="warning" %}
If you click "Close the Case" for a case in the **Open** section, it will be moved directly to **"Team Cases - Closed"** (since no specific agent has followed up the case).
{% endhint %}

## Message Delivery Status

| Status    | Explanation                                  | Extra Remarks                                                                                                                                                                                                                                                                                                                            |
| --------- | -------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Delivered | Message (API/Social Media channels) is sent. |                                                                                                                                                                                                                                                                                                                                          |
| Received  | Message is successfully delivered to contact |                                                                                                                                                                                                                                                                                                                                          |
| Read      | Message is read by contact                   | <p>Only supported by FB/IG/WhatsApp.<br><br>LINE: Currently, read statuses are not supported on Official Line Accounts. Messages will be changed to read only after the contact replies to the message.<br><br>Webchat: Messages will be marked as read once the contact goes back to the website chat plug-in to read the messages.</p> |
| Failed    | Message was not delivered successfully       | When the message status shows as 'sent,' it may still fail to reach the contact. In such cases, the error reason will be displayed on the conversation page                                                                                                                                                                              |