Statuses

Use statuses to set what happened during an activity or in a ticket, what its outcome is or what stage of a process it is in.

Create a New Status/Edit a Status

Go to Manage → Settings → Statuses to see a list of your statuses.

To create a new status from scratch, click Add new.

To use an existing status as a template for your new one, click Clone in the Actions column.

To edit a status, click its title.

The status details will open.

Status Details

Fill out the Title and Description (optional), then set up your status settings:

Settings	Description
Blacklist database	Select a blacklist database from the drop down menu. You can manage your databases in Manage → Queues → Blacklists. When you set the status in an activity, the activity's phone number will be added to the selected blacklist database. If you only want to add the number to the blacklist temporarily, enter for how long you want the number to be blacklisted in Blacklist expiration time. Use one of the presets or enter your own time range. Use natural language to define your desired time, however, in positive values only. Example: use “+ 1 week”, “ + 6 days”, “+ 5 hours”. Afterwards check the tooltip to see the resulting time. If your tooltip is greed - then setting is valid; if it’s red - the system failed to calculate the time from your input. How to Enter Dates and Times You can type dates and times using natural phrases. Here are some examples to guide you: Simple Dates: today tomorrow yesterday next Monday last Friday in 3 days 2 weeks ago Specific Dates: October 21 December 25, 2023 Times of Day: now 10 am 3:30 pm noon midnight Combined Dates and Times: tomorrow at 5 pm next Friday at 2:30 pm October 31 at midnight Tips: Relative Expressions: Use words like in and ago for times relative to now. in 4 hours 3 days ago Week and Month References: Mention parts of the week or month. end of the month start of next week Combining Elements: Be as specific as you need. next Tuesday at noon first day of next month Examples for Scheduling: To set a recurring report for every Monday at 9 am, enter: next Monday at 9 am To schedule an event for two days from now, type: in 2 days If your expiration time was parsed correctly, the tooltip next to Parsed time will turn green and display when the number will be removed from the database. Changing the status will not remove the number from the blacklist. If you want to do so before the expiration time, go to Manage → Settings → Blacklist.
Validation	When Validation is turned on, it will not be possible to save a campaign record with this status unless all required fields are filled in. You can set up your form required fields in Record types.
Next call	When Next call is turned on, it will not be possible to save a campaign record with this status unless a date and time for the next call is entered.
Colour	Select the colour of the flag displayed in the list of tickets when you select this status in a ticket.

Save your status.

Don't forget to select the Categories, Queues and CRM Record Types where you want to use the status.

Select Categories, Queues and CRM Record Types

In the Status list, click Categories, Queues or CRM Record Types in the Relations column. This will open a list of your Categories / Queues / CRM Record Types. Select the ones where you want to use the status and click Save.

The Categories and CRM Record Types Relations you select here will be applied in the GUI only. It will be possible to select any status via the API in Tickets and CRM Records.