Status is the fastest way to see whether you need to act. It reflects the handoff state between the agent and your team, not whether the visitor closed the browser tab.
Status meanings
- AI handling — the agent is answering without a teammate in the thread
- Needs human — the visitor asked for a person or hit a handoff rule
- With teammate — a staff member joined and may be replying
- Completed — the session ended; read the transcript for outcome
Work the inbox
- Filter Conversations by Needs human during business hours
- Open the thread, reply or mark complete according to your process
- Cross-check Leads when contact details were captured in the same session
Edge cases
- A visitor may leave while status still shows AI handling — refresh the list
- Completed does not mean the question was resolved — read the transcript
- Tune Assistant handoff rules if too many or too few chats escalate