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.
When this happens: Admin opens Admin — Conversation Settings — Statuses — Add Status.
Step by step
- 1
Open Admin — Conversation Settings — Statuses.
Lists the current statuses in order, with a System badge on the five protected ones.
- 2
Click Add Status, enters Name = *Escalated*, picks a color.
EasyCRM checks the name is unique (case-insensitive) and that fewer than 20 active statuses exist. EasyCRM creates the status — active, no system key — appended at the end of the display order. EasyCRM records
ConversationStatusConfigured(Create) and refreshes every open Admin and Inbox session.
Other paths
Mark the new status as terminal with a mandatory reason
If also toggles Terminal and Requires a reason. EasyCRM saves the status with both flags set; the operator setting a conversation to it must pick a reason from the Refused/Lost reason list, the same as the system Refused/Lost status.
If something goes wrong
Duplicate name
If the name collides (case-insensitive) with an existing status, active or inactive. Inline error: A status named 'Escalated' already exists; nothing is created.
Status limit reached
If the company already has 20 active statuses. Status limit reached (20). Disable or delete an existing status to add a new one; nothing is created.
Good to know
- Custom statuses have no system key and are fully editable, including disable and delete.
- A company holds at most 20 active statuses, including the 4 protected ones.