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What are Custom Statuses?

The Custom Status section in TelaviOneChatAI allows you to define and manage your own chat statuses for better tracking and workflow alignment within the Inbox. These statuses serve as labels to help your team identify the state of a conversation — such as “Pending Response”, “Escalated”, or “Resolved” — based on your operational needs.

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Benefits of Custom Status

  • Workflow Clarity — Clearly define stages in a customer conversation lifecycle such as “Follow-Up Needed” or “Waiting for User”.
  • Color Coding — Assign a unique color to each status for immediate visual identification inside the Inbox.
  • Custom Typing — Select the type of status — Open, Closed, or Pending — to fit your resolution flow.
  • Inbox Optimization — Quickly filter and manage chats based on their assigned custom status.

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Steps to Set Up Custom Status

  1. Log in to your TelaviOneChatAI account.
  2. From the left-hand sidebar, scroll down and click on “More”.
  3. Click on “Custom Status” from the expanded menu.
  4. You will see a table listing all existing statuses, including their Name, Type, Color, and Action buttons (Edit / Delete).
  5. Use the search bar to quickly find a status by name.
  6. To delete statuses, select one or multiple rows using the checkboxes, or use “Select All” to bulk delete.
  7. To create a new status, click “Create Status” in the top-right corner.
  8. In the modal that appears:
    • Enter the Status Name.
    • Select a Color to visually represent the status.
  9. Click “Create Status” to save, or “Discard” to cancel.

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FAQs

Go to More → Custom Status from the left-hand sidebar.
They help categorize conversations in your Inbox based on your business-specific workflow stages.
Yes, you can choose a color while creating each status for easy visual tracking.
You can choose from Open, Closed, or Pending, depending on how you want to classify the chat.
Yes, use the select checkboxes or Select All to delete multiple statuses in bulk.
Yes, click Edit under the Actions column next to the status you want to update.
Yes, custom statuses reflect in the Inbox, helping your team manage and filter conversations.
If you still have questions, write to us at mailto:support@telavi.com.ph. We will respond within 48 business hours.