Welcome to the Super 8 tutorial. In this section, you will understand more about the message status.

When customers come online, their messages can be roughly divided into four types: messages that the bot can reply to, messages that the bot cannot reply to, messages that are not sent after entering the line, and "offline instant response" messages when the bot is operating.

Messages that the bot can reply to

1. When a new conversation comes online, it will first enter the "chatbot" inbox, and the bot will access and process it

2. If the message is deemed to be replyable by the bot, the bot will reply. If there is no real person to assign or respond for more than 5 minutes, the conversation will automatically enter the "Complete" inbox, which means it has been resolved by the message robot

Message that the bot cannot reply

1. When a new conversation comes online, it will first enter the "chatbot" inbox, and the bot will access and process it

2. If it is determined that the robot cannot reply to the message, the dialogue will automatically turn to "Unassigned" status after 15 seconds, which means it is waiting for the real-person customer service personnel to assign or reply

Messages that are not sent after entering the line

After the customer pressed the Messenger "Get Started" button and joined LINE official account friends, no message is sent. This conversation will be in the "Unassigned" status, and the real person will judge the assignment or respond.

"Offline instant response" messages while the bot is operating

If your organization has an "Offline Instant Response" bot enabled, during the time that the response is open, conversations that receive offline instant responses will enter and stay in the "Unassigned" inbox. However, if the customer's message triggers an automatic response from other bots during this period, the conversation will enter the "Complete" inbox.

Hope the above information helps you!

If there are other questions, please feel free to contact the online customer service through "Facebook Chat Plugin" at the bottom right of the Super 8 platform.

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

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

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