How to Customize or Create a New Chat Status
Chat statuses in BoldDesk define the progress and lifecycle of each conversation. They help teams manage workflows, trigger SLAs, classify work, and control how chats transition between states. The Status field is customizable, allowing organizations to adapt system behavior to their own internal support processes.
BoldDesk provides three system‑defined status categories—Open, Snoozed, and Closed—each with a specific SLA timer behavior. Administrators can create additional statuses within certain categories, reorder them, or modify their properties in the Admin Center.
System default Chat status
The chat status field of the chat form displays the current progress of the chat. BoldDesk allows you to customize the chat status based on the organization’s terms.
Default statuses are categorized into three groups.
| Status Category | Status SLA Timer State |
|---|---|
| Open | ON |
| Snoozed | PAUSE |
| Closed | OFF |
The following table lists the default system statuses which cannot be deleted.
| Status | Status Category | SLA Timer | Description |
|---|---|---|---|
| Open | Open | ON | The Open status is set by default when a new chat conversation is initiated. |
| Hold | Snoozed | PAUSE | If a chat’s resolution requires more time or information from the end user, the agent can put it on hold. When a chat is on hold, the SLA timer pauses and no escalation is sent to the agents. |
| Closed | Closed | OFF | If the end user confirms that the issue is resolved, the chat will be closed. If the end user responds to a closed chat, it will reopen based on the configuration. |
Custom Chat Status
If the default statuses don’t match your requirements, you can create a custom status.
How to create a new status
To create a new status, follow the given steps:
-
Go to Admin > Chat > Fields > Chat Fields.
-
Click the Status field or the Edit icon next to it.
-
Click Create Status.
-
On the window that opens, enter the required fields:
- Label for Agent – The name of the status that appears in the agent portal.
- Status Category – The SLA will be triggered based on this status category. The status category can be as follows:
- Open – SLA timer will be On.
- Snoozed – SLA timer will be on Pause.
- Closed – SLA timer will be Off.
- On end-user reply, chat status will automatically change to open – When an end user replies, the chat will automatically transition to Open status if this option is marked. This option applies for every status, except Open.
- Color – The color of the status.
-
Click Create to add the status.
You can create custom statuses with only the open and snoozed status categories but cannot create a new status for the closed category.
Editing a status
To edit a status, follow the given steps:
-
Open the Status listing page.
-
Select Edit from the More Options menu to open a dialog box.
-
Make changes based on need.
-
Click the Update option to save the changes.
How to reorder a status
To reorder a status, follow the given steps:
-
Open the Status listing page.
-
Drag and drop the status to the desired position using the reorder icon as shown:
How to delete a status
To delete a status, follow the given steps:
-
Open the Chat Fields module.
-
Click the Status field or the Edit icon.
-
Select Delete from the More Options menu to open a dialog box.
-
Select another status from the status dropdown to change the status of the mapped chats. The status dropdown will display all statuses that match the status category of the deleted status.
-
Click Delete to remove the status.
Permission for managing status
To manage the status, you should enable the Manage fields and forms permission.
FAQs
-
Can I create a custom status under the Closed category?
No. BoldDesk does not allow creating new statuses under the Closed category. -
Do workflow actions follow custom status categories?
Yes. Workflow transitions, SLA rules, and triggers follow the status category, not the individual status name. -
Can I disable auto‑reopen for a specific custom status?
Yes. You can disable the option ‘On end‑user reply, chat status will automatically change to Open’. -
Are custom statuses available in automation conditions?
Yes. Custom statuses appear wherever the Status field is available in Chat Automation workflows.
