# Labels and Statuses

## Conversation Labels

Conversation Labels group conversations by a defined set of statuses.

<table><thead><tr><th>Label</th><th width="282.6968994140625">Definition</th><th width="460.24072265625">Statuses</th></tr></thead><tbody><tr><td>All</td><td>Shows every conversation.</td><td>Bot Handling, Pending 1st Response, Pending Response, Open, Snoozed, Previously Snoozed, and Closed</td></tr><tr><td>Active</td><td>Shows open conversations that still need attention.</td><td>Pending 1st Response, Pending Response, Open, Snoozed, and Previously Snoozed</td></tr><tr><td>Bot</td><td>Shows conversations the chatbot is currently handling.</td><td>Bot Handling and Closed</td></tr><tr><td>Human</td><td>Shows conversations currently handled by a live agent.</td><td>Pending 1st Response, Pending Response, Open, and Previously Snoozed</td></tr></tbody></table>

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## Conversation Statuses

Conversation statuses describe the current state of each conversation and what attention it needs.

<table data-view="cards"><thead><tr><th>Status</th><th>Definition</th><th data-hidden data-card-cover data-type="image">Cover image</th></tr></thead><tbody><tr><td>Pending 1st Response</td><td>A new chat handled by a live agent that is waiting for the first agent reply.</td><td><a href="/files/Dpn6XLLvzPvjEeITr1n7">/files/Dpn6XLLvzPvjEeITr1n7</a></td></tr><tr><td>Previously Snoozed</td><td>The conversation was snoozed before. The snooze time has passed, and the conversation should be reviewed for next steps or pending replies.</td><td><a href="/files/ZuN74ftA3FtK1SJMzZbw">/files/ZuN74ftA3FtK1SJMzZbw</a></td></tr><tr><td>Pending Response</td><td>An active conversation that needs a follow-up from a live agent.</td><td><a href="/files/iTHZMCoyCMpNQomOs01a">/files/iTHZMCoyCMpNQomOs01a</a></td></tr><tr><td>Open</td><td>The agent has sent a message. The conversation is waiting for the customer to respond.</td><td><a href="/files/zmD7oR7RLaM1TnFdK4wW">/files/zmD7oR7RLaM1TnFdK4wW</a></td></tr><tr><td>Bot Handling</td><td>The chatbot is actively responding to the customer and managing the conversation automatically.</td><td><a href="/files/K1BW71YkfOcPSRiAhTfB">/files/K1BW71YkfOcPSRiAhTfB</a></td></tr><tr><td>Snoozed</td><td>Temporarily paused so it does not require immediate attention.</td><td><a href="/files/DgxDrveHBVOdQX2KaACH">/files/DgxDrveHBVOdQX2KaACH</a></td></tr><tr><td>Closed</td><td>The conversation is complete and considered resolved.</td><td><a href="/files/3JlRcDGG6uO6XMlEItGA">/files/3JlRcDGG6uO6XMlEItGA</a></td></tr></tbody></table>


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```
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```

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