How to Configure Dialog Statuses?

Dialog statuses show the state of a dialog. Operators set them during the conversation or when closing a dialog (e.g. "Snoozed", "Resolved", "Client left"). Some statuses close the dialog, while others only change its state. This helps analyze request outcomes and service quality.

When You'll Need This

You need to add reasons for closing dialogs (e.g. "Issue resolved", "Escalated").
You need to restrict which statuses are available for specific skill groups or bots.
You need to mark certain statuses as resolved for reporting.
You need the bot to lead the client to a specific part of the scenario after a dialog is closed with a certain status.

What's Important to Know

Dialog status — the state of a dialog that an operator sets during the conversation or when closing it. The status closes the dialog only if Closes the dialog is turned on.
Is default — the status pre-selected when closing a dialog.
Is resolved — when turned on, the dialog is considered successfully closed for analytics.
Skill groups — you can limit a status to specific skill groups; if empty, it is available to all.
Suspends TTC metrics for tickets — when turned on, selecting this status pauses SLA metric tracking (e.g. for the "Snoozed" status).
Active — inactive statuses are not shown to operators when closing a dialog.

Before You Start

You are logged in with supervisor or administrator rights.
You have access to operator panel settings.

Step-by-Step Instructions

1. Open Dialog Statuses Settings

Open Menu → Settings.
In the sidebar, expand the Core entities group and select Dialog statuses — the list of dialog statuses opens.

2. Create a New Dialog Status

On the dialog statuses page, click the Add status button.
In the status panel, fill in the fields:
- Name (required) — enter the status name with a capital first letter (e.g. "Resolved", "Client left", "Escalated").
- Code (required) — a unique number, for example 1, 2, or 3.
- Skill groups — optionally restrict to specific skill groups; leave empty for all.
- Bots — optionally restrict to specific bots; leave empty for all.
- Send the client to a scenario after closing — for every bot from the Bots field, you can choose an alias the bot moves the client to after the dialog is closed. The block is active when Closes the dialog is on and appears if the feature is enabled for your system. Details — How to send the client to a scenario after a dialog is closed.
- Status color — choose a color for display (optional).
- Is default — turn on to make this the default status when closing a dialog (optional).
- Is resolved — turn on if this status means the request was successfully resolved (e.g. "Resolved", "Closed"); keep off for statuses like "Snoozed".
- Closes the dialog — turn on only for statuses after which the dialog should close (e.g. "Resolved", "Closed"); keep off for statuses like "Snoozed".
- Suspends TTC metrics for tickets — turn on to pause SLA tracking when this status is selected (e.g. for "Snoozed").
- Active — turn on to make the status available to operators; turn off to hide it.
Click Create — the status appears in the list.

3. Edit an Existing Dialog Status

In the list, find the status and click the pencil icon in its row — the status panel opens on the right.
Change the parameters as needed.
Click Edit to apply the changes.

4. Delete a Dialog Status

In the list, find the status.
Click the trash icon in the status row.
Confirm the deletion with Delete.

What Happens Next

When operators close a dialog, they can select from the configured statuses.
Statuses with Is resolved turned on count as resolved requests in analytics and reports.
Restricting by skill group or bot helps tailor statuses to different teams or channels.
If a transition is set up for the status, after the dialog is closed the bot moves the client to the selected part of the scenario.

How to Verify Everything Worked

Create a new dialog status.
Close a test dialog and check that the new status appears in the list.
Close a test dialog with a status that has Is resolved turned on and check that the request appears in reports as resolved.