Every status value
Every status badge OMAI can show you — connection, conversation, assistant, message delivery, knowledge document, subscription, invoice, template and lead — with what it means, what puts it there and what to do next.
- Who
- Everyone — this is the page support and customers read together
- Plan
- All plans
- Role
- None to read
Each table below is one area of the product. The first column is the label exactly as it appears on your screen; behind it sits a raw value that support and logs use. You can see the raw value for a WhatsApp connection yourself: open WhatsApp, expand Technical details and read the detail line.
WhatsApp connection
| Label | What it means | What causes it | What to do |
|---|---|---|---|
| Not connected | No WhatsApp number is linked to this organization yet. The card reads Your WhatsApp number isn’t connected yet. | A new account, or a connection that never completed. | Start the connect flow from the WhatsApp screen. |
| Pending verification | The number was connected as a Cloud API number and Meta has not confirmed it yet. The card reads Almost there — verifying your number. | Meta is still processing the registration on its side. | Wait a few minutes, then choose Refresh status. |
| Action required | Something has to be fixed before this number works properly. The card reads This connection needs a quick check and shows guidance for the specific cause. | Registration failed, Meta refused the number’s PIN, the number was disconnected from the phone app, or the contacts and history import did not finish in time. | Follow the guidance on the card. If it is about registration, wait for Meta’s attempt window to reset before trying again. |
| Connected | Messages sent to this number reach OMAI and the assistant answers on it. The card reads Connected and answering. | The connect flow completed and Meta accepted the number. | Nothing. Send yourself a message from another phone to see it work. |
| Disconnected | The number no longer reaches OMAI. When the cause is an expired connection to Meta the card reads Reconnect to keep receiving messages and a banner appears above the list. | The connection to Meta expired or was revoked, or the number was disconnected on Meta’s side. | Run the connect flow again. Your conversations, knowledge and settings are untouched by reconnecting. |
Your assistant
The badge on the Your assistant card on the Overview is the one place that answers whether customers are being answered right now. It is worked out on every page load from three things: your connection, whether your subscription permits AI replies, and whether anyone has paused answering. There is no separate “launch” state — connecting a number is what makes the assistant live.
| Label | What it means | What causes it | What to do |
|---|---|---|---|
| Not connected | The assistant has nowhere to answer. | No WhatsApp number is connected yet. | Connect a number from the WhatsApp Connection screen. |
| Connecting | A number is connected and Meta has not confirmed it yet. | A Cloud API registration Meta is still processing. | Wait a few minutes, then choose Refresh status on the connection card. |
| Setting up | The number is connected and the last steps behind it are still finishing. | A connection that has only just completed — or a subscription that does not currently permit AI replies. | Wait a few seconds and reload. If it stays, check Billing and the connection card. |
| Live | Customers who write to the number get answered. | A connected number, a subscription that permits AI replies, and answering not paused. | Nothing. |
| Needs a look | The number is connected but something around it is broken. | The connection to Meta expired or was revoked, a registration failed, or the number was disconnected on Meta’s side. | Open WhatsApp Connection and follow the guidance on the card. |
| Paused | The assistant is deliberately not answering, anywhere. | Someone chose Pause the assistant. | Choose Resume the assistant on the same card. |
| Setup unfinished | Nothing runs for this organization. | The account is suspended, or a deletion request is in progress. | Open Billing, or write to us if you did not expect it. |
Conversation
| Label | What it means | What causes it | What to do |
|---|---|---|---|
| Open | A live conversation. The assistant may answer in it. | A new incoming message, Reopen on a closed conversation, or Resume AI on one that was handed over. | Nothing. |
| Waiting for agent | The assistant stopped and left the conversation for a person. The header shows This conversation is waiting for a human agent. | A handoff: the customer asked for a person, sounded frustrated, raised a sensitive topic, or the plan’s answers ran out. | Reply from the composer. Choosing Resume AI gives the conversation back to the assistant. |
| Agent handling | A person is in charge of this conversation and the assistant will not reply in it. | Someone chose Take over, which also assigns the conversation to them. | Reply as usual. Resume AI hands it back and reopens it. |
| Resolved | The conversation is closed. The composer is replaced by This conversation is resolved. Reopen it to send a message. | Mark resolved, or the chat-history import, which brings imported threads in already closed. | Choose Reopen to send again. Note that the customer’s next message starts a brand-new conversation instead of reopening this one. |
| Waiting for AI | A label in the vocabulary that nothing sets today. | — | Nothing. |
| Archived | A label in the vocabulary that nothing sets today. Filtering by Resolved does not include it. | — | Nothing. |
| Blocked | A label in the vocabulary that nothing sets today. | — | Nothing. |
Assistant state, per conversation
| Label | What it means | What causes it | What to do |
|---|---|---|---|
| AI active | The assistant is allowed to answer in this conversation. | The default for a new conversation, and what Resume AI restores. | Nothing. |
| AI paused | The assistant will not reply here, but your team still can. | Someone chose Pause AI, or the assistant sent 20 replies in this conversation within an hour and paused itself. | Choose Resume AI when you want it to answer again. |
| Handoff required | The assistant asked for a person and stepped back. | A handoff, always alongside the Waiting for agent status. | Reply, or choose Resume AI. |
| Human agent only | A person owns this conversation. | Take over. | Choose Resume AI to let the assistant back in. |
Message delivery
| Label | What it means | What causes it | What to do |
|---|---|---|---|
| Queued | OMAI accepted the message and is waiting for the provider to confirm it. | The message was just sent. | Nothing. It moves on within seconds. |
| Sent | The messaging provider accepted the message. | A successful send. | Nothing. |
| Delivered | The message reached the customer’s phone. | WhatsApp reported delivery. | Nothing. |
| Read | WhatsApp reported the message as read. | The customer opened the chat. | Nothing. |
| Failed | The message was not sent. The bubble shows a red alert icon. | The provider rejected it, the connection is not in a sendable state, or the send errored. | There is no retry button. Check the connection status, then send the message again. If the 24-hour window has closed, send an approved template instead. |
| Received | An incoming message from the customer. | The customer wrote to you. | Nothing. |
Knowledge sources and documents
A knowledge source moves through these states from upload to live. Only Ready, Needs a check and Updating are states in which the assistant can answer from the source — and Updating answers from the previous version while the new one is built.
| Label | What it means | What causes it | What to do |
|---|---|---|---|
| Draft | The record exists but no content has been processed. | A source created without content. | Nothing. |
| Uploading | The file is being received. | You just submitted the upload form. | Wait. |
| Uploaded | The file arrived and is waiting for its checks. | The upload finished. | Wait. |
| Checking file | The file is being validated — type, size and structure. | Automatic, right after the upload. | Wait. |
| Blocked by security scan | The security scan flagged the file and it was not processed. | The scanner returned a suspicious or infected verdict. | Upload a clean copy. Write to us if you are sure the file is safe. |
| File rejected | The file failed validation and nothing was read from it. | The contents do not match the declared type, the file is over its type’s size cap, a PDF is password-protected or over 300 pages, a CSV is over 50,000 rows, or the document contains macros or executable content. | Fix the file and upload it again. |
| Waiting to be read | The file is queued for text extraction. | The checks passed. | Wait — indexing usually takes a minute or two. |
| Reading document | Text is being extracted from the file. | The job started. | Wait. |
| Partly read | Some of the file could not be read. | Pages failed, a table structure was lost, or characters could not be decoded. | Open the card and read What we could not read. If the missing part matters, upload a cleaner copy. |
| Could not be read | No usable text was found. | Most often a scan or an images-only PDF — OMAI does not read text out of images. A group compiled from Settings also lands here if it is re-indexed or re-enabled, because there is no file behind it. | Upload a text-based file. For FAQ, Services, Policy or Business hours, choose Sync details from settings to rebuild the group. |
| Needs your review | The extraction raised something worth a human look before the source goes live. | Part of the file could not be read, or the text contains instruction-like wording that is stored as data only. | Read the review panel on the card. Approve and use sends the file through the same checks again, so a file flagged for something in its content will usually come back to this state — Reject archives it, and Try reading it again re-runs it. |
| Approved | Someone approved the source and it was queued to be processed again. | The Approve and use button. | Wait for the next state. |
| Preparing for the assistant | The text is being split and indexed for search. | Extraction succeeded. | Wait. |
| Ready | The source is live and the assistant answers from it. | Indexing finished and was verified. | Nothing. |
| Updating | A new version is being built. The previous version keeps answering meanwhile. | Re-index, or a re-sync of a group compiled from Settings. | Wait. |
| Needs a check | The source has not been reviewed for a long time — 180 days for an uploaded document, 365 days for the groups compiled from Settings. It still answers. | Time. | Choose Still current if it is, or upload a newer file. |
| Conflicts with another source | A label in the vocabulary that nothing sets today. | — | Nothing. |
| Archived | The source is switched off and the assistant does not use it. | Disable, or Reject on a source that was awaiting review. | Enable brings it back, which reads the file again from the beginning. |
| Deleting | Deletion is running. The source already stopped answering. | Delete. | Wait. The row leaves the list when it finishes. |
| Deleted | Removed from active systems. The customer-facing wording is Deleted. Backup copies expire on our retention schedule. | Deletion finished. | Nothing. |
| Deletion incomplete | One of the stores holding the content did not confirm the deletion after repeated attempts. | A store was unavailable through every retry. | Write to us with the source name — a person has to finish it. |
| Blocked | A label in the vocabulary that nothing sets today. | — | Nothing. |
Subscription
| Label | What it means | What causes it | What to do |
|---|---|---|---|
| Trial | You are inside the 14-day trial and everything works. | A new account. The trial provisions the Starter plan. | Pick a plan before the trial ends — there is no grace period after it. |
| Active | The subscription is paid and running. | A successful payment. | Nothing. |
| Past due | A renewal charge failed, and the service is still running in full while it is retried. | The saved card was declined, expired, or there is no card on file. | Choose Update payment method on the billing page. Retries run 1, 3 and 7 days after the due date. |
| Unpaid | The assistant stops answering. Your team can still reply, incoming messages still arrive, and exports still work. | Every retry failed, or a trial ended without a plan being paid for. | Pay from the billing page. After 30 days in this state the subscription is canceled. |
| Canceled | The subscription has ended. The assistant does not answer and no new messages can be sent; your data is still there and can still be exported. | You canceled and the paid period ran out, you ended the trial, or the subscription sat unpaid for 30 days. | Choose a plan on the billing page to start again. |
| No subscription | There is no subscription record at all, so the plan tiles read —. | An account whose subscription record was never created or was removed. | Choose a plan, or write to us. Until then the account is allowed 1 team member. |
Invoice status
| Label | What it means | What to do |
|---|---|---|
| Paid | The charge went through and the amount was collected. | Nothing. View opens the document when one exists. |
| Open | The invoice is issued and not settled yet. | Wait for the charge, or settle it from the billing page. |
| Draft | The invoice record exists but has not been issued. | Nothing. |
| Void | The invoice was canceled and is not owed. | Nothing. |
| Uncollectible | The amount was written off and will not be chased. | Nothing. |
| Past due | The invoice is unsettled beyond its date. | Update the payment method so the retry can succeed. |
| Failed | The charge for this invoice failed. | Update the payment method; the renewal retries follow. |
Message templates
| Label | What it means | What causes it | What to do |
|---|---|---|---|
| Draft | The template exists in OMAI only. It cannot be sent. | Every template you create in the dashboard starts here. | Get the wording approved with your provider, in Meta’s tools, then choose Sync from provider. |
| Pending approval | The provider has the template and has not decided yet. | A sync brought back a template awaiting a decision. | Wait, then sync again. |
| Approved | The template can be sent, including outside the 24-hour window. | A sync brought back an approved template. | It appears in the inbox composer once the window has closed. |
| Rejected | The provider refused the wording. | A sync brought back a rejection. | Change the wording with the provider and sync again. |
| Paused | The provider paused the template, usually after poor feedback. | A sync brought back a pause. | Wait for the provider to lift it. |
| Disabled | The template is switched off or deleted at the provider. | A sync brought back that state. | Create a replacement with the provider. |
Team members and invitations
There are no invitation statuses, because there is no pending invitation. Adding someone on the Team page makes them a member of the organization immediately — the screen says so — and no email is sent, no link is issued and nothing expires. The toast reads Invitation created., which is the one place the product uses the word for something that is not sent anywhere. The only state a member has is their role: Owner, Admin, Agent or Viewer, shown as a badge in the Role column and changed from the same dropdown. Remove takes effect on the member’s next request. See inviting your team.
Leads
| Label | What it means |
|---|---|
| New | The default for a lead record that nobody has judged yet. |
| Qualified | Worth following up. |
| Unqualified | Not a fit. |
| Converted | It became a customer. |
| Lost | It went nowhere. |
The connection says Connected but nothing is being answered.
Work down the states: the Your assistant card on the Overview may read Paused; the conversation itself may be Agent handling or AI paused; the subscription may be Unpaid; or the plan’s AI answers may be used up, which parks each new conversation for your team. See the assistant is not answering.
Which statuses stop the assistant answering?
On a conversation: Waiting for agent, Agent handling, Resolved — and any assistant state other than AI active. On the account: Unpaid and Canceled. On the connection: anything other than Connected.
Why does an invoice show an English word that is not in the list?
Refund states are written by the system but have no label yet, so the raw value is printed instead. refunded and partially_refunded mean what they say; the amount refunded is on the invoice line.
A conversation is Resolved but the customer keeps writing.
That is expected. A resolved conversation is closed for good; the next message from that customer opens a new conversation at the top of your inbox, and the assistant treats it as a fresh one.