Welcome to the Super 8 tutorial. The message center is a feature page for customer service representatives to reply to one-on-one messages, which also includes actions like editing user profiles, tagging, creating default templates, etc. This article will guide you through understanding "Message Status."

When customers contact us, their messages can generally be divided into three types: messages that can be replied to by the bot, messages that cannot be replied to by the bot, and messages where no conversation is sent after the initial contact.

Below, we will introduce how to distinguish these three types of message statuses.

Messages That Can Be Replied to by the Bot

When a new conversation is initiated, it first enters the "Chatbot" status, where the bot determines whether the user input matches the triggers for the bot.

Messages That Cannot Be Replied to by the Bot

If the user input cannot trigger the bot, after more than 15 seconds, the bot avatar will disappear, and the conversation will stay in the "Unassigned" status, waiting for a real customer service response.

Messages Where No Conversation Is Sent After Initial Contact

If customers join via LINE, Messenger, or Instagram but do not send any messages, then this conversation will be in an "Unassigned" status, waiting for a real person to decide whether to assign or respond.

Reminder: Both automatic completion of conversations and unassigned statuses can be changed through bot scripts.

We hope this article will help you!

If you have any related questions, feel free to ask online customer service specialists through the 「Customer Chat Plugin」 at the bottom right of the Super 8 web console.

Service hours are Monday to Friday 09:30~13:00, 14:00~18:30.

Super 8 Messenger: https://m.me/no8.io

Super 8 LINE@: https://line.me/R/ti/p/@im888