Understand conversation states in Omnichannel

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.

The topic explains the various states of the conversation (work item) in Omnichannel.

Types of conversation states:

Omnichannel conversation states

Open

The conversation (work items) 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 state under the following scenarios.

From state To state Scenario Type (Chat, SMS, and Entity Record)
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.
SMS, Chat, 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 state

Active

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

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

From state To state Scenario Type (Chat, SMS, and Entity Record)
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).
Chat and SMS
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.

Chat and SMS
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 (this is applicable only for an SMS channel). This will keep conversation in waiting state.
Chat and SMS
Active Closed When you resolve the case (or get an entity record to non-active state) and close the session. Entity Record

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, where you can do after active conversation activities like taking notes and update the customer information before moving the conversation to Closed state. In the Wrap-up state, your (agent) capacity is consumed.

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

From state To state Scenario Type (Chat, SMS, and Entity Record)
Wrap-up Closed When you select the End button in communication panel and close the session. Chat and SMS

Transition from wrap-up to closed state

Waiting

Conversation in waiting state doesn't block your capacity. The conversation gets transitioned to waiting state when you (agent) close the session without ending the conversation (without selecting End button on communication panel). For example, you're waiting for some information from customer and don't want to end the conversation.

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

From state To state Scenario Type (Chat, SMS, and Entity Record)
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).
Chat and SMS
Waiting Active When you revive the session from your My work items stream on Omnichannel Agent Dashboard. Chat and SMS
Waiting Open When the customer revives the conversation within a specified timeout period while the session is still active in the browser. Chat and SMS

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 state. 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 state remains in the same state more than the default time, then the conversation is moved to the closed state.

Advantages of automatic-closure of a conversation:

  • Conversations don’t stay in a state for long duration, and the system helps in the clean-up job.
  • 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 remain in the same state 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 state to the Closed state.

Default time for automatic closure of conversation

The conversations coming from different channel has varied scenarios and hence has different default configured time. 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, state, and default configured time.

Channel Existing state 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 in the Wrap-up state for more than 15 minutes is eligible for automatic-closure. Next time, when the scheduler runs, the conversation will be moved from the Wrap-up state 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 in the Active state 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 in the Active state for more than 30 days is eligible for automatic-closure. Next time, when the scheduler runs, the conversation will be moved from the Active state to the Closed state.
SMS Wrap-up 1 day For an SMS channel, a conversation in the Wrap-up state for more than 1 day is eligible for automatic-closure. Next time, when the scheduler runs, the conversation will be moved from the Wrap-up state 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 state

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

For example, set the Auto-close after inactivity as 5 minutes, and if the conversation is in Waiting state for more than 5 minutes, then the conversation is moved to the Closed state.

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