How chat statuses work on the SLA Dashboard & Live Chat

The SLA Dashboard provides an overview of all Live Chat requests, categorized into 3 statuses: open, resolved, and archived.

Curious about how chat statuses work? Be sure to check out the help center article for more details.

Chat statuses on the SLA Dashboard

At the top of the page, just below the filters, you can view the number of chat requests in each status within the selected time period.

Open chat requests

These represent all ongoing chat requests in the Live Chat based on the filtered period. Open requests are categorized into 4 scenarios:

• Awaiting first response
• Awaiting next response
• Human assistance requested
• Without distribution

Resolved chats

These are chats marked as resolved within the filtered period. Once resolved, they disappear from the dashboard. However, depending on the channel or if the traveler sends a new message, the chats reopens and reappears in the relevant scenario.

Archived chats

Chats can be automatically archived by setting up rules in the automations menu under settings. The number of archived chats will be displayed based on the applied rule and the filtered period.

If you have questions about setting up automatic chat archiving, check out the "New Chat Status: Archived" section in the help center article.