Conversation Statuses

New Conversation

First received message	Live Chat*
LINE rich menu > Chatbot button	Chatbot
LINE rich menu > Text Button （Setup in Omnichat backend system）	Chatbot
LINE rich menu > Text Button （Setup in LINE backend system）	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＊

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".

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)
LINE Chatbot > Text Button （Setup in Omnichat backend system）	Chatbot (unchanged)
LINE rich menu > Text Button （Setup in LINE backend system）	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＊

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).

Progress

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

Keyword Autoreply will not be triggered if the conversation status is "Progress," unless you have enabled it for this status.

Closed

LINE rich menu > Chatbot button	Transfer to Chatbot
LINE rich menu > Text Button （Setup in Omnichat backend system)	Transfer to Chatbot
LINE rich menu > Text Button （Setup in LINE backend system)	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＊

If there is an assigned agent to follow up, the conversation status will be "Progress".

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).

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	Only supported by FB/IG/WhatsApp. 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. Webchat: Messages will be marked as read once the contact goes back to the website chat plug-in to read the messages.
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