What are the conversation statuses for AI agents - Advanced?

Question

I noticed conversation statuses with automatically detected values. Which statuses are available?

Answer

Zendesk assigns a conversation status as soon as an AI agent responds. Conversation statuses help you report and filter conversation logs to assess AI agent effectiveness. A conversation's status may change throughout the session based on the dialogue. The system recalculates the status with each visitor interaction.

After a session ends, the conversation status updates to its final state. The end of a session depends on the bot type:

For email AI agents, sessions end after 72 hours

For messaging AI agents, the session duration depends on the CRM platform. Typically, the session ends on escalation or defaults to 2 hours.

Review the meaning of each status below:

Conversation statuses for messaging AI agents

Agent escalation: The conversation was successfully transferred to a human agent

Bot handled: The conversation contained meaningful intent, did not attempt escalation, and ended without the bot misunderstanding a message

Custom escalation: The conversation contained a custom escalation label

Email escalation: The conversation was successfully emailed to the support team

Escalation failed: The conversation contained an unsuccessful escalation attempt

No status: No criteria is met for Bot Handled or one of the escalations

Conversation statuses for email AI agents

Not understood: The last message was not understood, and no actions or replies were triggered

Recognized intent: The last message was understood, and no actions or replies were triggered

Processed: Actions were taken but no reply was sent except for the default reply, or the reply was empty

Answered: The last message was understood, and one of the following is true: The AI agent sent a reply, or the AI agent triggered a macro that added a public comment to a ticket.

Escalated: A reply was sent by the AI agent and a human agent

No status: No criteria is met for Bot Handled or one of the escalations

For more information, see:

Analyzing advanced AI agent performance with the reporting dashboard

Reviewing conversation logs for advanced AI agents