Operational Taxonomy & Rules
Set up conversation statuses, tags, refusal reasons and conversation rules.
Provision the default conversation statuses for a new account
When the Platform Operator provisions a company, the system seeds the six default conversation statuses — the five system statuses plus In Progress — so the company's Inbox has a working status set before its first conversation.
Add a custom conversation status
An Admin adds a company-specific conversation status beyond the default set — for example "Escalated" — to fit the company's own workflow.
Rename, reorder, enable or disable a conversation status
An Admin adjusts an existing status's name, color or position, or disables a custom status the company no longer uses. System statuses can be renamed and recolored but never disabled or deleted.
Manage the company's tag library
An Admin creates, renames, recolors, merges and deactivates the conversation tags operators use to label conversations, keeping the shared library consistent and free of duplicates.
Manage the refused/lost reason list
An Admin curates the list of reasons available when a conversation is set to Refused/Lost, using the same predefined-list editor already used for lead loss reasons and other system-named lists.
Configure classification criteria for customers and conversations
An Admin defines a named classification dimension — for example "Customer Tier" — with a fixed option list, applied to Contacts, Conversations, or both, so operators and reports can group by it.
Configure the reopen rule for resolved conversations
An Admin sets the number of days within which a customer's new message reopens a Resolved conversation, and which status a reopened conversation returns to, instead of the platform always starting a fresh one.
Configure the period after which a new interaction starts a new conversation
The same reopen-window setting, viewed from its other side: once the window has passed since a conversation was resolved, the next customer message starts a new conversation instead of reopening the old one.
Configure follow-up rules
An Admin sets the default follow-up offset, an optional automatic follow-up for conversations left waiting on the customer too long, and which statuses require a follow-up date before an operator can leave a conversation in them.
Configure out-of-hours conversation behavior
An Admin configures, per channel type, what happens to an inbound message that arrives while the company is closed: an automated reply per language, whether the AI Assistant keeps answering, whether the conversation stays in the shared Inbox, and who gets notified.