What it is:
Conversations that haven't started yet inside the CRM.
Features:
No agent has been assigned.
There has been no manual interaction from an agent.
This usually happens when:
the lead entered the CRM via integration (form, API, import), or
the conversation hasn't been answered by anyone yet.
Practical use:
Acts as a pre-service, showing contacts that exist in the system, but haven’t required a reply or haven’t been triggered yet.
What it is:
Leads who have already sent a message and are waiting for a reply from an agent.
Features:
The lead started the conversation.
There hasn’t been a manual response from the agent yet.
This is the most critical status for response time.
Practical use:
This tab needs to be checked all the time because it shows active leads that are waiting for support.
The longer a lead stays in this status, the higher the risk of losing an opportunity or having an unhappy customer.
What it is:
Chats that were started by an agent and haven’t been closed yet.
Highlights:
The agent has already replied to the lead.
The conversation is still in progress.
Can include:
negotiation
exchange of information
manual follow-ups
Important:
The ticket remains Open until the agent explicitly clicks Finish.
Practical use:
Represents the agent's active work queue.
What it is:
Conversations that are being answered automatically.
It can happen for:
CRM automations, or
external interactions outside of direct human support.
Characteristics:
The lead is within an automatic flow.
No human agent has taken the conversation.
It can include:
automatic messages
qualifications
screening flows
AI responses
Practical use:
Allows you to keep track of which conversations are being handled by automations, so you can avoid any confusion between bots and human support.
What it is:
Support sessions that were manually closed.
How it works:
When you click Finish, the lead:
leaves the Open tab, and
is automatically moved to Finished.
Features:
Service completed.
No pending actions at that moment.
The conversation history stays saved.
Practical use:
Shows resolved or completed services, making control, auditing, and history lookup easier.
What's this:
Chats that had message delivery errors or automation failures.
Possible causes:
WhatsApp API failure
Authentication issues
Automation errors
24h window closed without template use
External instabilities (Meta, providers, etc.)
Practical use:
This tab should be used for:
identify technical issues,
validate automations,
fix issues before they impact support.
The same lead can move tabs automatically depending on the interaction.
Filters for agent, department, connection and tags can change how support tickets are shown.
The Open tab only gets emptied when a support request is closed manually or by automation.
