In SentiOne React, there are two default statuses of thread management - Success and Failure. Both of them close the thread automatically and are mainly defined for statistics purposes in the reports.
You can create your own statuses. If you wish for them to automatically close a thread, you should set them up as a success or a failure status with the customised name. You can also create a new status which doesn’t close the thread (= is neither a success, nor a failure).
There is one more type of status - Pause, which is available only in accounts with Advanced routing. This type of status is helpful when a users can get a new threads, even if they didn’t close their previous thread for some reason.
Examples of Statuses:
- In progress - internal activities.
- In progress - waiting for client response.
- Closed - no answer required.
Updated over 1 year ago