> 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/omnichannel-messenger/case-statuses.md).

# Conversation | Status

## New Conversation

| First received message type                                                  | Initial conversation status |
| ---------------------------------------------------------------------------- | --------------------------- |
| 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 Start" on Facebook                                                 | Chatbot                     |
| Facebook Chatbot                                                             | Chatbot                     |
| Text message (trigger Keyword Autoreply)                                     | Chatbot                     |
| Text message (not trigger the Keyword Autoreply)                             | Live Chat＊                  |
| Messages with Photos, Videos, Audio, Documents, Stickers, etc.               | Live Chat＊                  |

{% hint style="info" %}
＊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

| First received massage type                                                | Conversation 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="info" %}
＊If there is an assigned agent to follow up, the conversation status will be "Progress".
{% 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".
{% endhint %}

## Closed

| First received massage type                                                  | Conversation status        |
| ---------------------------------------------------------------------------- | -------------------------- |
| 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 %}