A neutral chat is a chat that has no chat indicators at the moment. It happens when the agent has replied to the customer and it's been less than 2 minutes. If the agent hasn't replied, the 'Reply Now' indicator will appear and if the customer hasn't replied for more than 2 minutes, the 'No Reply' indicator will appear. In the meantime, the chat will remain neutral. If the agent has clicked on a neutral chat, the chat will be marked in blue, if not, it will be white.