> For the complete documentation index, see [llms.txt](https://chatlyst.gitbook.io/chatlyst-user-guide/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://chatlyst.gitbook.io/chatlyst-user-guide/chat/additional-options-by-status.md).

# Additional Options by Status

Additional Options shows different actions depending on the current status.

### Conversation Actions

The Additional Options menu provides quick access to essential tools for managing customer conversations. Use the actions below to organize your workflow, transfer tasks, and update conversation statuses.

<div data-with-frame="true"><figure><img src="https://1646628841-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBW7n4ClAhZvbgvusylCd%2Fuploads%2FUMpJZ7ijHAa8MjfoDj6l%2Fimage.png?alt=media&amp;token=2856e452-af43-48d9-a80f-4ce3e3cf1767" alt=""><figcaption></figcaption></figure></div>

<table data-view="cards"><thead><tr><th>Status</th><th>Actions</th><th data-hidden data-card-cover data-type="image">Cover image</th></tr></thead><tbody><tr><td>Pending 1st Response</td><td><ul><li><a href="#pin-unpin">Pin</a></li><li><a href="#assign-to-agent">Assign to Agent</a></li><li><a href="#snooze">Snooze</a></li><li><a href="#hand-back-to-ai">Hand Back to AI</a></li><li><a href="#close">Close</a></li></ul></td><td><a href="https://1646628841-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBW7n4ClAhZvbgvusylCd%2Fuploads%2FNU7FYD5vXrGxqnJeiqYR%2FUntitled%20design%20(21).png?alt=media&amp;token=b5584739-c9cd-4803-889f-de3c6baff5fd">Untitled design (21).png</a></td></tr><tr><td>Previously Snoozed</td><td><ul><li><a href="#pin-unpin">Pin</a></li><li><a href="#assign-to-agent">Assign to Agent</a></li><li><a href="#unsnooze">Unsnooze</a></li><li><a href="#hand-back-to-ai">Hand Back to AI</a></li><li><a href="#close">Close</a></li></ul></td><td><a href="https://1646628841-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBW7n4ClAhZvbgvusylCd%2Fuploads%2FFqhMy07kUhQZtgOFKV5q%2FUntitled%20design%20(23).png?alt=media&amp;token=61d6951d-e9c2-44d3-a2cb-129550780006">Untitled design (23).png</a></td></tr><tr><td>Pending Response</td><td><ul><li><a href="#pin-unpin">Pin</a></li><li><a href="#assign-to-agent">Assign to Agent</a></li><li><a href="#snooze">Snooze</a></li><li><a href="#hand-back-to-ai">Hand Back to AI</a></li><li><a href="#close">Close</a></li></ul></td><td><a href="https://1646628841-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBW7n4ClAhZvbgvusylCd%2Fuploads%2FX0saVlJN1OOmuZNIEzwX%2FUntitled%20design%20(20).png?alt=media&amp;token=88733579-e097-4f1e-8b52-0077d453c5c7">Untitled design (20).png</a></td></tr><tr><td>Open</td><td><ul><li><a href="#pin-unpin">Pin</a></li><li><a href="#assign-to-agent">Assign to Agent</a></li><li><a href="#snooze">Snooze</a></li><li><a href="#hand-back-to-ai">Hand Back to AI</a></li><li><a href="#close">Close</a></li></ul></td><td><a href="https://1646628841-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBW7n4ClAhZvbgvusylCd%2Fuploads%2F3rDGHKBL8P6rJBeMnnVU%2FUntitled%20design%20(24).png?alt=media&amp;token=f10c4838-c1cd-43c0-b9e6-db4496f1b237">Untitled design (24).png</a></td></tr><tr><td>Bot Handling</td><td><ul><li><a href="#pin-unpin">Pin</a></li><li><a href="#assign-to-agent">Assign to Agent</a></li><li><a href="#close">Close</a></li></ul></td><td><a href="https://1646628841-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBW7n4ClAhZvbgvusylCd%2Fuploads%2FEBIZnMT0lSgBlHqSPQFV%2FUntitled%20design%20(22).png?alt=media&amp;token=2759de4e-8b7a-4697-aad0-54ca99d8266c">Untitled design (22).png</a></td></tr><tr><td>Snoozed</td><td><ul><li><a href="#pin-unpin">Pin</a></li><li><a href="#assign-to-agent">Assign to Agent</a></li><li><a href="#unsnooze">Unsnooze</a></li><li><a href="#hand-back-to-ai">Hand Back to AI</a></li><li><a href="#close">Close</a></li></ul></td><td><a href="https://1646628841-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBW7n4ClAhZvbgvusylCd%2Fuploads%2FFFMNiKfuYbAlXgPvhvrN%2FUntitled%20design%20(19).png?alt=media&amp;token=253fbad5-42bb-4c86-bc6c-63d40c9ba197">Untitled design (19).png</a></td></tr><tr><td>Closed</td><td><ul><li><a href="https://www.notion.so/f5a58ff777ff83c8b9f1818b712f08c7?pvs=25#5b958ff777ff820ebc2b817edfd981b0">Pin</a></li><li><a href="#reopen">Reopen</a></li></ul></td><td><a href="https://1646628841-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBW7n4ClAhZvbgvusylCd%2Fuploads%2FE4GDjMLF9U1dNGpALHk2%2FUntitled%20design%20(25).png?alt=media&amp;token=545f7c8e-319a-47a7-ba1d-f80391477bf8">Untitled design (25).png</a></td></tr></tbody></table>

***

#### Pin and Unpin

Use the **Pin** action to keep an important conversation fixed at the top of the Thread List. Pinned conversations are highlighted in light yellow.

Pinning is helpful for conversations that require close monitoring, urgent follow-up, or frequent reference.

<div data-with-frame="true"><figure><img src="https://1646628841-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBW7n4ClAhZvbgvusylCd%2Fuploads%2FgmjYeVWdpfEMgQIkTx3S%2Fimage.png?alt=media&amp;token=277ab2b8-650a-4150-a6e3-c45cec20431f" alt="" width="563"><figcaption></figcaption></figure></div>

{% hint style="info" %}
Pinned conversations still follow the active filters and labels. If a pinned conversation does not match the currently selected filter, it will not appear in the list.
{% endhint %}

How to **Unpin** a Conversation:

1. Open the **Additional Options** menu in the top-right corner of the conversation panel.
2. Select **Unpin**.

<div data-with-frame="true"><figure><img src="https://1646628841-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBW7n4ClAhZvbgvusylCd%2Fuploads%2FcaBg392MSMz8xXc0ef8C%2Fimage.png?alt=media&amp;token=bde58c1a-350f-46b0-8595-3f8bc667726c" alt="" width="563"><figcaption></figcaption></figure></div>

***

#### Snooze and Unsnooze

Use the **Snooze** action to temporarily pause a conversation so it does not require immediate attention. When snoozed, the conversation drops lower in the Thread List, as it is treated as a lower priority while paused.

**How to Snooze a Conversation:**

{% stepper %}
{% step %}
Select **Snooze** to open the Snooze Conversation window.

<div data-with-frame="true"><figure><img src="https://1646628841-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBW7n4ClAhZvbgvusylCd%2Fuploads%2FqLunU52HpMgVuZSVzTer%2Fimage.png?alt=media&amp;token=602a93b2-9cd6-49f4-b267-cb4f194a22a6" alt="" width="563"><figcaption></figcaption></figure></div>
{% endstep %}

{% step %}
Set the desired resume date and time.

<div data-with-frame="true"><figure><img src="https://1646628841-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBW7n4ClAhZvbgvusylCd%2Fuploads%2FvgcMPj2xk2BmAI4TS6i9%2Fimage.png?alt=media&amp;token=f69f23f6-aa15-4419-b74b-16df29910cad" alt="" width="563"><figcaption></figcaption></figure></div>
{% endstep %}

{% step %}
Add an optional reason or internal note. Select **Snooze** to apply or select **Cancel** to discard.

{% hint style="info" %}
When the scheduled snooze time passes, the conversation status automatically updates from **Snoozed** to **Previously Snoozed**.
{% endhint %}

<div data-with-frame="true"><figure><img src="https://1646628841-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBW7n4ClAhZvbgvusylCd%2Fuploads%2F66qNY35XSemkQkdIxOU9%2Fimage.png?alt=media&amp;token=de246fa1-03e3-407b-b1a8-aefe1577f94b" alt="" width="563"><figcaption></figcaption></figure></div>
{% endstep %}
{% endstepper %}

**How to Manually Unsnooze:**

1. Open the Additional Options menu.
2. Select **Unsnooze**.

{% hint style="info" %}
After unsnoozing manually, the conversation resumes its normal position in the Thread List, and the status updates to **Pending Response**.
{% endhint %}

<div data-with-frame="true"><figure><img src="https://1646628841-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBW7n4ClAhZvbgvusylCd%2Fuploads%2FldExtJrFA8xBs1XfMyCv%2Fimage.png?alt=media&amp;token=25522e14-10ed-4e69-9d47-0ef9e0377069" alt="" width="563"><figcaption></figcaption></figure></div>

***

#### Assign to Agent

Use the assignment feature to manually manage who is responsible for handling a specific chat.

{% hint style="info" %}
If automatic routing is preferred over manual assignment, the system can distribute conversations automatically based on specific settings. Refer to the [Assignment Rules](/chatlyst-user-guide/settings/assignment-rules.md) guide for detailed instructions on configuring automatic chat routing.
{% endhint %}

**How to Assign a Conversation:**

{% stepper %}
{% step %}
Select **Assign to Agent** to open the Assign Conversation window.

<div data-with-frame="true"><figure><img src="https://1646628841-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBW7n4ClAhZvbgvusylCd%2Fuploads%2FyhqWvm6QO0dXo7KFwIex%2Fimage.png?alt=media&amp;token=0884f688-7d21-45b3-ba73-9f6661575eaf" alt="" width="563"><figcaption></figcaption></figure></div>
{% endstep %}

{% step %}
Open the dropdown list and select the agent to assign

<div data-with-frame="true"><figure><img src="https://1646628841-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBW7n4ClAhZvbgvusylCd%2Fuploads%2FYzqGa3yQqOANyBkdBtBM%2Fimage.png?alt=media&amp;token=30f79ee6-99a1-4766-84ab-270d3711ac3a" alt="" width="563"><figcaption></figcaption></figure></div>
{% endstep %}

{% step %}
&#x20;Select **Assign** to apply or select **Cancel** to discard.

<div data-with-frame="true"><figure><img src="https://1646628841-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBW7n4ClAhZvbgvusylCd%2Fuploads%2FygOX1IXyD2XZTI6kEFT4%2Fimage.png?alt=media&amp;token=c5b624cf-a75e-448f-84c0-2cc405015900" alt="" width="563"><figcaption></figcaption></figure></div>
{% endstep %}
{% endstepper %}

**How to Clear an Assignment (Unassign from an assigned agent):**

{% stepper %}
{% step %}
Select **Assign to Agent** to open the Assign Conversation window.

<figure><img src="https://1646628841-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBW7n4ClAhZvbgvusylCd%2Fuploads%2Fnn2uEJpmaM5BWdQf0fNr%2Fimage.png?alt=media&amp;token=7bfceb00-3616-4c0e-b544-3e4715aa0e0e" alt="" width="563"><figcaption></figcaption></figure>
{% endstep %}

{% step %}
Open the dropdown list and select **Unassigned (Clear Assignment)**. This window also displays the current assignee.

Select **Unassign** to apply or select **Cancel** to discard.&#x20;

{% hint style="info" %}
Once the currently assigned team member is removed, the ticket automatically reverts to an **Unassigned** status.&#x20;
{% endhint %}

<div data-with-frame="true"><figure><img src="https://1646628841-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBW7n4ClAhZvbgvusylCd%2Fuploads%2FWeFGgHW3YXFDlIqyvVQ5%2Fimage.png?alt=media&amp;token=7dbccae4-ada4-44c1-b614-92c8dc1790e5" alt="" width="563"><figcaption></figcaption></figure></div>
{% endstep %}
{% endstepper %}

***

#### Hand Back to AI

A live agent can return a conversation to the automated chatbot at any time. When the conversation hand back to AI, the conversation status automatically updates to **Bot Handling**.

{% hint style="warning" %}
When a conversation is handed back, the chatbot **does not read or understand the messages exchanged while the live agent was involved**. The chatbot will lack the context of that specific interaction.
{% endhint %}

<div data-with-frame="true"><figure><img src="https://1646628841-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBW7n4ClAhZvbgvusylCd%2Fuploads%2F8Nuza2aRiaOmOAyNK0bv%2Fimage.png?alt=media&amp;token=4b7589c1-c8e3-4c5f-a230-e84469feca12" alt="" width="563"><figcaption></figcaption></figure></div>

***

#### Close

Use the **Close** action to end the chat session when the conversation is complete and the customer's issue is fully resolved.

<div data-with-frame="true"><figure><img src="https://1646628841-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBW7n4ClAhZvbgvusylCd%2Fuploads%2FEjzl3wjTqvIaE7yDe4sJ%2Fimage.png?alt=media&amp;token=d82da7c6-d58d-461a-b4c4-dcff872b243a" alt="" width="563"><figcaption></figcaption></figure></div>

***

#### Reopen

**Reopen** allows users to resume a past conversation with a customer after a period of inactivity. Reengaging the customer this way keeps the entire chat history consolidated within a single, continuous thread, making it easier to review past interactions.

{% hint style="warning" %}
**Channel Restrictions for Reopening**

The ability to reopen a conversation depends entirely on the rules of that specific channel:

* **Website Widget:** A conversation cannot be continued if the customer has closed the chat window on their browser.
* **Facebook Messenger, Instagram, and LINE:** Conversations on these platforms can be reopened at any time.
* **WhatsApp:** WhatsApp enforces a strict 24-hour messaging window. If 24 hours have passed since the customer's last message, standard text replies are blocked. To reopen a WhatsApp conversation after this window, a pre-approved [**WhatsApp Template Message**](/chatlyst-user-guide/inbound-channels/whatsapp/whatsapp-template-messages.md) must be sent to reengage the customer.
  {% endhint %}

<div data-with-frame="true"><figure><img src="https://1646628841-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBW7n4ClAhZvbgvusylCd%2Fuploads%2FWNp2QKkppvcRSCBUSkZK%2Fimage.png?alt=media&amp;token=50aae8f0-bbf7-454e-96d9-f2ab0c15b7ff" alt="" width="563"><figcaption></figcaption></figure></div>