Every conversation assigned to your business includes several updates that help you track its status, such as whether the conversation is open/closed, its rating, the assigned team, and the assigned user.

All conversation updates are logged with their specific date and time.

When a conversation is routed to a team, it will appear as assigned to "Team Name."
If the conversation is routed to an individual team member, it will display as assigned to that user.

Based on assignment limits or online availability, a conversation will be automatically assigned to a user so they can respond to the customer.
You can also manually assign the conversation to a specific user by selecting them from the options menu.

When a conversation is opened or closed, its status will be updated, and an event will be recorded in the chat view.

At the end of a conversation, a survey will be displayed to the customer to rate how helpful the interaction was. This rating will then appear on the user’s screen, as shown in the example below.