When I chatting through incoming Facebook Messenger or WhatsApp channel, it always automatically change status to Open when it’s time to reply, and Pending when it’s waiting user responses. I know I can select the options beside the send button that has something like “Send & mark as Open”, but I think it’s good to have setting to turn off auto mark status only for integration channels.
Hi @firmanadiyuda,
Thank you for sharing your feedback—we really appreciate the suggestion.
At the moment, this is the expected behavior. Statuses automatically update to Open when a customer replies and to Pending when the system is waiting for the client’s response. Including for integration channels like Facebook Messenger and WhatsApp. This behavior aligns with how other channels work across the platform.
You may find this article helpful, as it explains the status logic in more detail—the same principles apply to both tickets and other channels:
The integration without audio notifications, or the ability to view or respond to WhatsApp messages from the mobile app, is basically useless
I think Facebook Messenger and WhatsApp channels is not the same like ticketing system. it is a chat, and the expected behaviour should be like when user chat through tawk.to chat widget, there is no auto status marking when the chat is happening.
yeah I noticed this too and already voted your feature request 
