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Record the details of every refusal for reporting

Whenever a conversation is set to Refused/Lost, the platform writes a refusal record capturing the reason, channel, responsible party and customer segment at that moment, so refusal analytics read a stable fact rather than reconstructing it from status history.

When this happens: The conversation's status changes to the Refused/Lost system status.

Step by step

  1. 1

    Radu sets Ana Popescu's WhatsApp conversation to Refused/Lost with reason Price too high.

    Writes a refusal record: the conversation, reason Price too high, channel WhatsApp, responsible user Radu, the segments Ana's contact currently matches, and the current timestamp. The record is immediately available to refusal analytics.

Other paths

Ai-held conversation refused

An operator refuses a conversation the AI Assistant was still handling (after taking it over, UC-24.13, or directly). The record's responsible party is whoever set the status, not the AI, since the AI cannot set conversation status.

New conversation later refused too

The same customer's later conversation — started fresh because Refused/Lost is terminal (FR-14) — is also set to Refused/Lost. A second, independent refusal record is written for the new conversation; the two are never merged.

Good to know

  • Refused/Lost is terminal and requires a reason; the record always carries one. (FR-14, FR-08-015)
  • The record is a point-in-time snapshot — later changes to the customer's segments do not rewrite it.