# 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

- [x] You are logged in with supervisor or administrator rights.
- [x] 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.

## Related Materials

- [Configure operator statuses](/en/settings/how-to/configure-statuses.md)
- [Configure tags](/en/settings/how-to/configure-tags.md)
- [Configure general settings](/en/settings/how-to/configure-system-settings.md)