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Change the conversation status

An Operator moves a conversation through the company's configured status list as work on it progresses.

When this happens: Operator opens the status picker on the conversation header.

Step by step

  1. 1

    Open the status picker, currently *In Progress*.

    Lists the company's active statuses.

  2. 2

    Select *Waiting for Customer*.

    EasyCRM updates Conversation.StatusId and broadcasts the change; the conversation moves out of the Operator's *In Progress* Inbox view into *Waiting for Customer*.

Other paths

Resolve the conversation

Select the system *Resolved* status. Sets StatusId and . The conversation becomes eligible for the reopen window.

If something goes wrong

Refused/lost selected

The operator selects *Refused/Lost*. Control passes to UC-25.12 for the mandatory reason instead of completing here.

Conversation already terminal

The conversation is already *Refused/Lost*. The status picker offers no non-terminal target; reopening follows UC-25.17/UC-25.18 instead.

Good to know

  • A status change alone does not change the responsible party.
  • System statuses can be renamed and recolored but not disabled or deleted. (FR-14)