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