Inbox | Status

New Conversation

First received message type	Initial conversation status
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 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＊

＊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

First received massage type	Conversation 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 there is an assigned agent to follow up, the conversation status will be "Progress".

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".

Closed

First received massage type	Conversation status
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".