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.
Fill out the Title and Description (optional), then set up your status settings:
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. You can enter a number + "hours", "days", "weeks", "months" or "years".
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.
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.
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.
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.