Techniques, systems, and articles of manufacture for determining the current logical state of a social media communication thread. A method includes computing an initial probability for applicability of each of multiple logical states for a first entry in a social media communication thread, wherein each logical state corresponds to a stage of interaction between customers of an enterprise and/or agents of the enterprise based on features derived from content of entries in the communication thread, network structure of entries, and identity of authors of entries, computing a transition probability between each subsequent consecutive entry in the communication thread, wherein the transition probability indicates the probability of moving from one logical state to another, and determining the current logical state of the communication thread based on the computed initial probability for the first entry and the computed transition probability between each subsequent entry in the communication thread.