Conversation statuses
Create a shared language for conversation progress and use status changes carefully in workflows.
Give every status a purpose #
A status describes where a conversation stands. Your team might distinguish active support, waiting for a customer, and work that is complete. Use the statuses configured in your organization; example names in a guide do not create statuses automatically.
Open the conversation status settings to review or manage the statuses available to your team. Check whether a status is enabled before selecting it in a workflow.
Update a status in a workflow #
Add Update Conversation Status, then select the intended status in its inspector. This node needs a conversation context. Test it with a conversation workflow rather than assuming a scheduled or Manual run knows which customer thread to update.
Start a workflow on a status change #
Choose Chat Status Change as the trigger and select the status relevant to the automation. For example, a workflow can respond when a conversation moves into a follow-up stage.
Updating a status can start other workflows. Avoid a cycle where one workflow sets a status that causes another workflow to set it back indefinitely.
Copying between organizations #
Status selections belong to the destination organization. After copying a workflow, map its status selections to the correct local statuses before activation. A matching name does not guarantee that a copied selection points to the right resource.
Test a status-driven flow #
Use one test conversation. Change its status once, check Workflow Activity, and confirm only the intended workflow starts. Then test the workflow’s normal response and fallback behavior.