Understand conversation states in Omnichannel for Customer Service

Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.

This topic explains the various states and status reasons of the conversation (work item) in Omnichannel for Customer Service.

The conversation can be in an open or closed state and can have the following status reasons:

Note

Additionally, the conversation might have the resolved or scheduled status reason, which is for internal use only.

Omnichannel conversation states

Channel refers to the chat, SMS, social, and Teams channels supported in Omnichannel for Customer Service.

Open

The conversation (work item) that is in the queue and not assigned to you (agent) is classified under Open state.

The conversation (work item) transitions from Open to Active or Closed under the following scenarios.

From status reason To status reason Scenario Type
Open Active When you pick the conversation from the Open work items stream.

When the routing and work distribution feature pushes (assigns) the conversation to you.
Channel and Entity Record
Open Closed When the customer disconnects or ends the chat before the conversation is assigned to you. Chat

Transition from open to active or closed

Active

The conversation that you pick or that is assigned to you is classified under Active. In Active, your capacity is consumed.

The conversation (work item) transitions from Active to Closed, Open, Waiting, or Wrap-up under the following scenarios.

From status reason To status reason Scenario Type
Active Wrap-up When you select the End button on communication panel during the conversation with the customer.

When customer ends the conversation by selecting the End button on the portal chat widget (only for a chat channel).
Channel
Active Open When you disconnect the conversation and don't reconnect within a specified timeout period.

When you release the conversation to the queue.

When you transfer the conversation to another queue.

Channel
Active Waiting When you close the session (not ending the conversation by selecting the End button) while the conversation is active.

When the customer is disconnected from the conversation, and you're no longer getting reply, you can close the session without ending the conversation (applicable only for SMS and social channels). This will keep conversation in waiting state.
Channel
Active Closed When you resolve the case (or get an entity record to non-active state) and close the session. Entity Record

Note

If you decline a conversation several times within a time span of five minutes, then the conversation will be moved to the Closed state.

Transition from active to closed, open, waiting, wrap-up, or in-progress state

Wrap-up

This is an intermediate state after you end the conversation, when you can do post-conversation activities, such as, taking notes and update the customer information before moving the conversation to Closed. In Wrap-up, your (agent) capacity is consumed.

The conversation (work item) transitions from Wrap-up to Closed under the following scenario.

From status reason To status reason Scenario Type
Wrap-up Closed When you select the End button in communication panel and close the session. Channel

Transition from wrap-up to closed state

Waiting

A conversation in waiting doesn't block your capacity. The conversation gets transitioned to waiting when you (agent) close the session without ending the conversation (without selecting End button on communication panel) or the customer closes the browser window without closing the chat widget. For example, you're waiting for some information from customer and don't want to end the conversation or the customer's browser closes unexpectedly.

The conversation (work item) transitions from Waiting to Closed, Active, or Open under the following scenarios.

From status reason To status reason Scenario Type
Waiting Closed When there's no activity on this conversation from either customer or agent, within inactivity timeout period.

When the customer selects the End button to end the conversation and close the session (only for a chat channel).
Channel
Waiting Active When you revive the session from your My work items stream on Omnichannel Agent Dashboard. Channel
Waiting Open When the customer revives the conversation within a specified timeout period while the session is still active in the browser. Channel

Transition from waiting to closed, active, or open state

Closed

The conversation that are complete by ending, and closing the session is classified under Closed. When you close a conversation, you can't reactivate or reopen the conversation again.

Automatic closure of a conversation

Omnichannel for Customer Service has a default time set for the conversation to close automatically. That is, if a conversation in a certain stage remains in the stage for more than the default time, then the conversation is moved to the closed state. Conversations achieve a closure, and agents can focus on important conversation, which ultimately enhances the productivity.

Understand working of auto-close of conversations

The Omnichannel for Customer Service application checks the conversations every 24 hours to identify the conversations that do not transition for more than the default configured time. These conversations become eligible for automatic-closure, and next time, when the scheduler runs, these conversations are moved from the existing status reason to the Closed state.

Important

To avoid inaccurate statuses, we recommend that you don't change the conversation state and status reason by manually updating the records in Microsoft Dataverse.

Default time for automatic closure of conversation

All channels have different default cofigured time after which conversations can be moved to Closed. The administrator can change the default configured time as per the business requirement programmatically. To learn more, see Set default time using APIs.

The matrix describes the channel, status reason, and default configured time.

Channel Existing status reason Default configured time Description
Chat Open 20 min For a chat channel, a conversation in the Open state for more than 20 minutes is eligible for automatic-closure. Next time, when the scheduler runs, the conversation will be moved from the Open state to the Closed state.
Chat Active None For a chat channel, a conversation in the Active won’t be automatically closed.
Chat Wrap-up 15 minutes For a chat channel, a conversation that is in the Wrap-up stage for more than 15 minutes is eligible for automatic-closure. Next time, when the scheduler runs, the conversation will be moved from Wrap-up to the Closed state.
Entity records (Case) Open None For an entity channel, a conversation in the Open won’t be automatically closed.
Entity records (Case) Active None For an entity channel, a conversation that is Active won’t be automatically closed.
SMS Open 30 days For an SMS channel, a conversation in the Open state for more than 30 days is eligible for automatic-closure. Next time, when the scheduler runs, the conversation will be moved from the Open state to the Closed state.
SMS Active 30 days For an SMS channel, a conversation that is Active for more than 30 days is eligible for automatic-closure. Next time, when the scheduler runs, the conversation will be moved from Active to the Closed state.
SMS Wrap-up 1 day For an SMS channel, a conversation in Wrap-up for more than 1 day is eligible for automatic-closure. Next time, when the scheduler runs, the conversation will be moved from Wrap-up to the Closed state.

Example

The scheduler runs for every 24 hours considering starting at 0000 hours AM.

For the chat channel, a conversation is in open state at 1100 hours of Jan 10, 2020. and remains in this state until midnight 2359 hours. Since the conversation is in open state for more than 20 minutes (default configured time), this conversation is eligible for automatic-closure. At 0000 hours of Jan 11, 2020, the scheduler runs and the conversation in the Open state is moved to the Closed state.

Note

A scheduler runs every 24 hours to close all eligible conversations. However, the exact time at which the scheduler runs is dependent on the Omnichannel for Customer Service deployment time in your region. For more information, contact Microsoft support.

Conversation in waiting

For chat and SMS channel, a conversation in Waiting is moved to the Closed state when the conversation is inactive for a specified time. The inactive time can be set in the work stream for the Auto-close after inactivity option, based on which the conversation will be moved to the closed state after the criteria is met.

For example, when you set Auto-close after inactivity to five minutes, the conversation is moved to the Closed state if it has been in Waiting for more than five minutes.

To learn more, see Create a work stream.

Set default time using APIs

Programmatically, you can change the default time and set it as per your organization's requirements using the Web APIs. To learn more, see Automatic closure of a conversation.

See also

View communication panel
Automatic closure of a conversation