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Set the refused/lost status and record the mandatory reason

An Operator marks a conversation as unsalvageable, selecting a reason from the company's refusal-reason list; the conversation becomes terminal.

When this happens: Operator selects *Refused/Lost* from the status picker.

Step by step

  1. 1

    Select *Refused/Lost* from the status picker.

    EasyCRM opens a mandatory reason picker sourced from the RefusalReason predefined list.

  2. 2

    Select *Priced out — chose a competitor*.

  3. 3

    Click Confirm.

    Sets StatusId to *Refused/Lost*, RefusalReasonOptionId. EasyCRM creates a RefusalRecord for refusal analytics (FR-08, UC-8.11).

If something goes wrong

No reason selected

Operator clicks Confirm without a reason. Rejects with EasyCrm:Conversation:ReasonRequired; the status is not changed.

Good to know

  • Refused/Lost is terminal — no further status change is offered except through reopen or a new conversation. (FR-14, FR-25-012)
  • A mandatory reason from the refusal-reason list is always required. (FR-14, FR-25-012)