How to Configure Dialogue Statuses?

Dialogue statuses (chat statuses) are reasons for closing a dialogue. When an operator closes a dialogue, they choose a status (e.g. "Resolved", "Transferred", "Client left"). This helps analyze request outcomes and service quality.

When You'll Need This

  • You need to add reasons for closing dialogues (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.

What's Important to Know

  • Dialogue status — a reason for closing a dialogue, selected by the operator when closing.
  • Default status — the status pre-selected when closing a dialogue.
  • Resolved — when enabled, the dialogue is considered successfully closed for analytics.
  • Skill groups — you can limit a status to specific skill groups; if empty, it is available to all.
  • Pause metric — when enabled, selecting this status pauses SLA metric tracking (e.g. for "Break" status).
  • Active — inactive statuses are not shown to operators when closing a dialogue.

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 Dialogue Statuses Settings

  1. Go to the Settings module through the menu or directly at /settings-page.
  2. In the sidebar, expand the Operator Panel group (labels may differ depending on UI language).
  3. Click on "Dialogue Statuses" or "Chat Statuses" (/settings-page/chat_statuses).
  4. A page with a list of existing dialogue statuses opens.

2. Create New Dialogue Status

  1. On the dialogue statuses page, click the "Create" or "Add" button.
  2. In the form:
    • Name (required) — enter the status name with a capital first letter (e.g. "Resolved", "Client left", "Escalated").
    • Code (required in UI) — unique integer identifier. In the UI you must enter a number (e.g. 1, 2, 3). When creating via API without code, the system auto-generates it.
    • Color — choose a color for display (optional).
    • Default — enable to make this the default when closing a dialogue (optional).
    • Resolved — enable if this status means the request was successfully resolved. Set to false for open statuses (New, In progress), true for closed/resolved statuses.
    • Close dialog — enable only for statuses that close the dialogue (e.g. Resolved, Closed). Set to false for open statuses (New, In progress).
    • Skill groups — optionally restrict to specific skill groups; leave empty for all.
    • Bots — optionally restrict to specific bots.
    • Pause metric — enable to pause SLA tracking when this status is selected (e.g. for "Break").
    • Active — enable to make the status available to operators; disable to hide it.
  3. Click "Save" to create the status.

3. Edit Existing Dialogue Status

  1. In the list, find the status and click on it to open the edit form.
  2. Change the parameters as needed.
  3. Click "Save" to apply changes.

4. Delete Dialogue Status

  1. In the list, find the status.
  2. Use the delete action (if available).
  3. Confirm deletion.

What Happens Next

  • When operators close a dialogue, they can select from the configured statuses.
  • Statuses marked as "Resolved" are used in analytics and reports.
  • Restricting by skill group or bot helps tailor statuses to different teams or channels.

How to Verify Everything Worked

  • Create a new dialogue status.
  • Close a test dialogue and check that the new status appears in the list.
  • Verify that "Resolved" statuses are reflected correctly in reports.