Contact Center AI → Request statuses

Status is attached to a customer request to simplify the search for necessary information.

• Status can be linked to a scenario. You can create specific statuses for each scenario. For any status, you can choose a Virtual PBX or chatbot scenario with which they will be associated.
• If a dialogue is linked to a scenario, you can use request statuses from this specific scenario in it. In dialogues with other scenarios, this status will not appear, it is intended only for a specific scenario. See 'Dialogues: Address Book, Requests, Speech analytics, Variables'.

To create a request status:

1. In the 'Contact Center Ai' section → on the 'Settings' tab → in the left menu 'Statuses' click the '+ Add status' button.

2. In the 'Add Status' modal window, specify:

   • Request status name.
   • Scenarios — select one or more scenarios to associate with this status, if the status is only for specific scenarios.
   • Request Stage — New, In progress, Done.

3. Click the 'Save' button. 

4. The status is created.

• To edit a request status, simply change its name, you can also select a different stage for the status and link one or more scenarios to it. Changes are saved immediately, automatically.

• To delete an unused status, check the box to the left of the status and click the 'Delete' button. 

• Status is assigned on the 'Dialogs' tab. Only those statuses that are associated with the scenario of the given dialogue are available for selection.