---
sourceDocument: Australia ServiceNow AI Platform Capabilities
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/servicenow-platform

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia ServiceNow AI Platform Capabilities

ft:clusterId :

    - platcap

bundleId :

    - platcap

workflow :

    - Platform


---

# Connect Support chat states

# Connect Support chat states {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 Minute Lesedauer

Connect Support chats move through specific states.
Abbildung : 1. Connect Support states diagram  
{#connect-support-chat-states__table_pzw_hcl_rw__entry__3}

| Composite state | State | Definition |
|-|-|-|
| Active | Waiting | * Requester/end user enters a queue by sending a message. Agent has not yet accepted it. * Requester/end user rejoins a session that is in a Reopenable state. {#connect-support-chat-states__ul_xwr_ncl_rw} |
|   | Work in Progress | * Agent accepts a chat from a queue. Both requester and agent engage in a chat session. * Requester/end user temporarily leaves an ongoing conversation; requester or agent does not end the session; requester rejoins session. {#connect-support-chat-states__ul_xjt_pcl_rw} |
| Reopenable | Closed Abandoned | Requester/end user clicks End Chat button before agent accepts the request. |
| Permanently closed | Closed by Client | * Requester/end user clicks End Chat button after agent accepts the request. * Requester/end user times out. {#connect-support-chat-states__ul_j2j_vkq_g3b} |
|   | Closed Escalated | Agent escalates an ongoing conversation by performing the Escalate action from the menu icon. |
|   | Closed Complete | * Agent ends the session. * During a chat, if an agent creates an incident or case and closes it, the chat session closes automatically. {#connect-support-chat-states__ul_lkg_kr4_d4b} |
[Tabelle : 1. Connect Support chat states]

{#connect-support-chat-states__table_pzw_hcl_rw}