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.

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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.

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Examples of Statuses:

Pause:

  • In progress - internal activities.
  • In progress - waiting for client response.

Closing:

  • Success.
  • Failure.
  • Closed - no answer required.