Communication statuses help you understand at what point your interaction with a customer is (New, Open, Pending, On-Hold, Resolved, Rejected) and let you prioritize your actions accordingly. In this way, each chat practically works as a ticket.
Communication statuses are displayed both in My Chats, All Chats and Contacts sections as well as in every chat window.
You can change the communication status of a given interaction. Open the chat window, click on the chat status and choose the best-fitted option from the dropdown list.