Message Status - Define Conversation States

Overview

Message statuses define the states used to track where a conversation or ticket stands, such as open, pending, or resolved. Custom statuses help your team triage work and give reporting a clear view of outcomes. The Message Status section lets you create statuses, assign each a color, and activate or deactivate them.

To open it, go to Settings → Message Status (/dashboard/settings/message/status/).

Note: Message status management requires settings access, typically the Admin role. Some statuses are system-defined and cannot be deleted.

Managing Message Statuses

Statuses are shown in Active Message Statuses and Deactivated Message Statuses lists, searchable by name.

Column	Description
Message Status	The status name, shown with a colored tag icon
Created Date	When the status was created
Status	Active (green) or Inactive (red) badge
Actions	Edit, delete, or change status

Open the Actions menu on a status to:

• Edit Message Status - change its name or color
• Activate / Deactivate Message Status - toggle availability
• Delete Message Status - remove it permanently (custom statuses only)

Creating a Message Status

1. Go to Settings → Message Status.
2. Click Add Message Status.
3. Enter the Message Status name, for example Pending or Resolved.
4. Pick a color using the color picker for quick visual identification.
5. Save to create the status.

System Statuses

ChatMaxima ships with built-in statuses that organize the inbox out of the box, including active and personal views for conversations and tickets. These system statuses cannot be deleted, though you can add your own custom statuses alongside them.

Using Statuses

Once created, statuses appear in the inbox so agents can set the state of a conversation and filter the queue by status. Color coding makes it easy to scan the inbox and see what needs attention.

Best Practices

• Keep a simple lifecycle - a small set like Open, Pending, Resolved is easier to maintain than many overlapping states.
• Use consistent colors - reserve a color (such as red) for urgent states so they stand out.
• Deactivate instead of deleting - retire custom statuses you no longer use to keep history intact.

Troubleshooting

I cannot delete a status

1. System-defined statuses cannot be deleted, only custom ones can.
2. Deactivate the status instead if it is still in use.

A status is missing from the inbox

1. Confirm the status is Active in the Message Status list.

Next Steps

• Labels →
• Canned Responses →
• Settings Overview →