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Managing Chat Statuses, Queues & Life Cycle

Summary​

To prevent customer inquiries from being lost, delayed, or forgotten, Wabixo organizes conversations into operational status queues and service window filters. Whether you are an agent handling day-to-day inquiries or a team lead monitoring unassigned tickets, understanding these queues ensures your team maintains a clean inbox, resolves tickets faster, and adheres to WhatsApp's messaging rules.

The Conversation Life Cycle​

Every incoming conversation in Wabixo progresses through a clear lifecycle:

Conversation Lifecycle at a Glance:

  • Incoming Message: Inbound inquiries arrive in the Open (or Unread) queue requiring agent or bot attention.
  • Agent Responds: When awaiting customer feedback, the chat is marked Pending (or automatically snoozed).
  • Customer Replies: Inbound replies automatically restore the conversation to Open.
  • Issue Resolved: The agent marks the inquiry Solved (and records mandatory resolution remarks if configured).
  • Spam Filtered: Unsolicited messages and abusive phrases are diverted to Junk Open or Junk Expire.

1. The 8 Status Queues Explained​

In the left sidebar of the Team Inbox, you can filter conversations across eight dedicated lifecycle queues:

Status QueueWhat It MeansWhen to Use It / What Action is Needed
OpenActive inquiries needing action.The primary inbox. A conversation is placed here when a customer sends a message and is waiting for your team to reply. Your daily goal should be to keep this queue as close to zero as possible.
PendingWaiting on the customer.Move a chat to Pending after you have answered the customer's question or asked them for details (e.g., "Could you please share your order number?"). This keeps your Open queue clutter-free while waiting for their reply.
UnreadUnopened incoming messages.A quick filter that shows only conversations that contain new, unviewed messages from customers. Indicated by bold preview text and colored badge counters.
SolvedArchived & completed inquiries.Conversations where the customer's issue has been fully addressed, inquiries answered, or orders placed. Solved conversations are safely archived with past closing remarks preserved.
Junk OpenActive spam / marketing solicitations.Unwanted messages or spam that arrived within the last 24 hours. Placing conversations here isolates them so they do not distort your team's First Response Time (FRT) metrics.
Junk ExpireExpired spam conversations.Spam or blocked conversations whose 24-hour service window has elapsed.
OutreachBroadcast replies.Dedicated queue tracking customer responses generated directly from your outbound marketing broadcast campaigns.
TemplateOutbound template sessions.Tracks conversations initiated by sending an approved WhatsApp template to a customer who has not yet replied.

2. Navigating View Modes: All Chats vs. Mine​

Directly above your queue tabs, you can toggle your view mode:

  • All Chats: Displays the complete organization-wide conversation stream across all team members and departments. Designed for supervisors, managers, and team leads to monitor queue volumes and assign unassigned tickets. (Requires CanViewAllChats permission).
  • Mine: Filters your inbox strictly to conversations assigned directly to you. This is the recommended view for frontline agents to focus only on their personal workload without distraction. (Requires CanViewMyChats permission).

[!NOTE] If your user profile does not have permission to view all team chats, Wabixo automatically locks your interface to the Mine tab.

3. The 24-Hour Time Window Filter​

WhatsApp enforces a strict 24-hour customer care session window. When a customer messages your business, a 24-hour timer starts. Within this window, your team can send free-form text, images, PDF documents, voice notes, and quick replies. Once the 24 hours elapse without a new message from the customer, the window closes.

To manage these sessions easily, Wabixo provides four Time Window filters in the sidebar:

  • 🟢 Active (24h): Conversations currently inside the 24-hour window. The message composer is fully unlocked for standard replies.
  • 🟡 Expired (24-48h): Conversations where the customer last messaged between 24 and 48 hours ago. Free-form typing is locked by WhatsApp; you must send an approved template to restart the conversation.
  • 🔴 Expired (48h+): Older expired conversations where the customer has been inactive for more than 2 days.
  • ⚪ All Time: An unfiltered view showing all conversations regardless of whether their session window is active or expired.

4. Step-by-Step Status Management​

How to Move a Chat from Open to Pending​

  1. Open the customer conversation in the center chatbox.
  2. In the chat header, click the Status Dropdown (or select Pending from the status pill in the sidebar).
  3. The conversation immediately moves from Open to Pending.
  4. Automatic Return: If the customer replies at any point, Wabixo automatically moves the chat back into Open and alerts you with an audio chime.

How to Resolve a Conversation (Mark as Solved)​

  1. When you have finished assisting the customer, click the Resolve button in the chat header.
  2. The Closing Remarks dialog opens:
    • Closing Remark: Enter a short note describing how the issue was resolved (e.g., "Shared quotation PDF. Customer will review and confirm by Friday").
    • Customer Rating (Optional): Record an internal CSAT rating (1 to 5 stars) based on the customer's feedback.
  3. Click Submit & Resolve.
  4. The conversation is removed from your active queue and archived in Solved. All notes and ratings are permanently saved in the customer's history.

What Happens When a Solved Customer Texts Again?​

You never have to worry about missing returning customers. If a customer sends a new message on a previously resolved conversation:

  1. Wabixo automatically reopens the conversation.
  2. The status changes immediately from Solved $\rightarrow$ Open.
  3. The unread message counter badge increments.
  4. The conversation appears at the top of your Open queue.

How to Move a Conversation to Junk (Spam)​

If you receive unwanted promotional messages, wrong numbers, or automated spam:

  1. In the chat header or left conversation card, open the More Options (...) menu.
  2. Click Mark as Junk.
  3. The conversation moves to Junk Open (or Junk Expire) and will no longer trigger unread alerts or skew team performance metrics.

Practical Troubleshooting & Common Solutions​

Problem 1: "A customer conversation disappeared from my 'Mine' view!"​

  • Why it happened:
    1. The conversation may have been resolved and moved to Solved.
    2. The conversation may have been reassigned to another agent or department.
    3. A background automation rule moved the conversation to Pending.
  • Solution:
    1. Switch to the All Chats view mode.
    2. In the Search bar, type the customer's phone number or name.
    3. Click through the Pending and Solved tabs to check its current status.

Problem 2: "The message input box is locked and says 'Window Expired'!"​

  • Why it happened: More than 24 hours have passed since the customer last sent a message. WhatsApp prohibits free-form messaging outside this window.
  • Solution:
    1. Click the Templates button (LayoutTemplate icon) in the composer toolbar.
    2. Select an approved WhatsApp template matching your purpose (e.g., a service update, reminder, or follow-up).
    3. Fill in any required template variables (such as the customer's name) and click Send Template.
    4. As soon as the customer replies to your template, the 24-hour window reopens, and the standard message box unlocks immediately!

Problem 3: "A chat in 'Pending' never returned to 'Open'!"​

  • Why it happened: The customer has not sent a new incoming message yet. Conversations only return to Open automatically when the customer texts.
  • Solution:
    • If you need to follow up proactively, simply open the chat in the Pending tab and send a message or template. You can manually change the status dropdown back to Open anytime.