# Copilot Conversation Status

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## 🏷 Conversation Status

Conversation Statuses allow your team to assign a stage or outcome to any conversation managed by Copilot. This helps track progress, categorize customer interactions, and improve operational workflows across Support, Sales, and other teams.

Statuses appear directly inside **Chat Logs** and can be updated automatically by AI or manually by team members.

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### 🔍 Where to Manage Conversation Statuses

Navigate to:

> **LaunchPad → Manage → Conversation States**

<figure><img src="/files/jD0fyIUwbwd0LHT9lg4o" alt=""><figcaption></figcaption></figure>

From the sidebar:

You will see a full list of all statuses currently available to your organization.

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### 📋 Conversation State Management View

This page allows you to:

✅ View status tags with color indicators\
✅ Sort and search through existing states\
✅ Edit or remove outdated statuses\
✅ Create new workflow states for Copilot

<figure><img src="/files/iok79vtomnOdsXFtPWFT" alt=""><figcaption></figcaption></figure>

> These colored labels are exactly what will display inside conversations in Copilot.

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### ➕ Creating a New Status

Click:

> **Create New State**

You will be taken to the state creation form:

<figure><img src="/files/nmK7uLdzgBRZesJDyzG5" alt=""><figcaption></figcaption></figure>

Here you can configure:

| Setting                     | Purpose                              |
| --------------------------- | ------------------------------------ |
| **Conversation State Name** | Title displayed inside chat logs     |
| **Primary Color & HEX**     | Tag color for visual tracking        |
| **Description (optional)**  | Internal documentation for your team |

Example inputs:

| Field       | Example                                      |
| ----------- | -------------------------------------------- |
| Name        | In Process                                   |
| Color       | Yellow                                       |
| Description | Agent is actively following up with customer |

Click **Create Conversation State** to finalize.

<figure><img src="/files/AAtCCJv3hb2IKmL0EgcU" alt=""><figcaption></figcaption></figure>

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### 🤖 Where Statuses Are Used

Statuses appear on:

✅ Chat Logs inside Copilot\
✅ Support workflows (ticket-like handling)\
✅ Sales pipelines (lead progress tracking)\
✅ Conversation analytics dashboards

Agents & AI can update statuses based on conversation behavior such as:

* Customer replies → **Open**
* Copilot waits on external action → **In Process**
* Issue resolved → **Complete**
* Complex case → **Escalated**

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### 🧩 Workflow Examples

Choose status sets that match your department needs:

#### Support

| Status     | Meaning                  |
| ---------- | ------------------------ |
| Open       | New issue entered        |
| In Process | Actively being worked    |
| Escalated  | Requires additional help |
| Closed     | Issue resolved ✅         |

#### Sales

| Status    | Meaning                  |
| --------- | ------------------------ |
| New       | Lead just entered system |
| Spoke     | Conversation started     |
| Qualified | Meets sales criteria     |
| Hot       | Ready for conversion 💥  |
| Customer  | Successfully closed      |

> You can create entirely different statuses depending on conversation type.

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### 📊 Reporting Benefits

Statuses fuel intelligent analytics:

* SLA tracking
* Pipeline health
* Resolution performance
* Escalation monitoring
* Workflow bottlenecks

Teams gain operational visibility and improved handoff coordination.

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### ✅ Best Practice Setup

| Recommendation                  | Benefit                          |
| ------------------------------- | -------------------------------- |
| Keep statuses short & clear     | Faster recognition in queues     |
| Use consistent color logic      | Easier scanning & filtering      |
| Automate changes where possible | Less manual admin work           |
| Review monthly                  | Keep workflows aligned over time |

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### Summary

✔ Customizable talk-tracking system for Copilot\
✔ Works for support, sales, and other teams\
✔ Easy creation with color coding\
✔ Visible directly inside chat logs\
✔ Supports automation + analytics

***


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