Reference

For looking up rather than reading through.

Desk states

What the desk shows when there is no conversation open.

Title	Meaning
You're offline	Signed in, not taking work.
You're currently not ready	Not ready — signed in, stats and queue membership intact.
You're busy on other work	New chats hold off while you are marked busy.
Waiting for your next chat	Available, nothing has arrived yet.
No active chats	Everything you had is closed.

Shown on messages you send, on channels that report delivery. Absent on web chat, which does not report it.

Mark	Meaning
`○`	Sending…
`✓`	Sent
`✓✓`	Delivered
`✓✓` (highlighted)	Read
`!`	Not delivered — hover for the carrier's reason

The connection carrying new messages to your screen. Not the customer's connection.

Status	Meaning
`live`	Messages arrive as they are sent. The normal state.
`polling`	Fetching on a timer. Slower, nothing lost.
`connecting…`	Establishing the connection.
`reconnecting…`	Lost it, trying again.
`offline`	Not connected.

Reason	Use it when
resolved — acknowledged	Solved, and the customer said so.
agent closed	You closed it — done as far as you can take it.
customer disconnected	They stopped responding or dropped.

The question worth being sure about.

	Customer sees it	Colleagues see it
Your messages	Yes	Yes
Whisper	No	Only those invited
Supervisor joining	Yes	Yes
Team chat	No	Those in the conversation
Close comment	No	Whoever handles this customer next
AI suggestion	Only if you send it	No