# Engagements and sessions

How Mav organizes a conversation, what each status means, and how follow-ups are timed.

## Engagements

An engagement is one agent working one contact toward one goal. Most contacts have one engagement, but a contact can have several over time, like a quote this month and a renewal next year. Every text, call transcript and event in an engagement lands on the contact's timeline in order.

An engagement has one status at a time:

| Status | Meaning |
|---|---|
| **Pending** | Mav is checking the contact can be texted. This takes seconds. |
| **Active** | The agent is working the contact. |
| **Blocked** | Mav will not text this contact. The timeline says why: **Filtered** or **Undeliverable**. |
| **Completed** | The goal was reached, the contact opted out, or a rep finished the job on a call. |

## Sessions

A session is one channel inside an engagement. The text conversation is one long-lived session. Each phone call is its own session, with its recording, transcript and the events from that call. That is why a call shows as a card on the timeline with everything about that call inside it.

## Follow-ups

When a contact goes quiet, the agent nudges them up to ten times. Each nudge waits at least this long after the last message:

| Nudge | Wait |
|---|---|
| 1 to 2 | 1 hour, then 3 hours |
| 3 to 6 | about a day each |
| 7 to 10 | 3, 4, 5 and 7 days |

Up to four of those follow-ups can be phone calls when [**Outbound Calling**](/knowledge/features/outbound-calling) is on. A call comes a few minutes after its nudge text. Nudges only go out inside your transfer hours, and never on the holidays that close them.

## What the agent remembers

Every answer the contact gives is saved on the contact as soon as it arrives, even when a second text lands before the agent has replied. Details the contact volunteers, like a vehicle or a current carrier, count as answers, so the agent asks only for what is still missing.