Chats
Chat States
Identify and differentiate chat states in your system.
#Let's do it together!
#Step 1: Understand Resolve
Resolve indicates the helpy agent responded, and the user did not escalate.
#Step 2: Know about Playground
Playgrounds are internal tests by team members, shown with a purple joystick icon.
#Step 3: Learn about Escalated
Escalated is shown with an open envelope icon, and shows that the user used the escalation form to escalate a ticket directly.