Copilot Conversation Status
🏷 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.
🔍 Where to Manage Conversation Statuses
Navigate to:
LaunchPad → Manage → Conversation States
From the sidebar:
You will see a full list of all statuses currently available to your organization.
📋 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✅ View status tags with color indicators ✅ Sort and search through existing states ✅ Edit or remove outdated statuses ✅ Create new workflow states for Copilot
These colored labels are exactly what will display inside conversations in Copilot.
➕ Creating a New Status
Click:
Create New State
You will be taken to the state creation form:
Here you can configure:
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:
Name
In Process
Color
Yellow
Description
Agent is actively following up with customer
Click Create Conversation State to finalize.
🤖 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
🧩 Workflow Examples
Choose status sets that match your department needs:
Support
Open
New issue entered
In Process
Actively being worked
Escalated
Requires additional help
Closed
Issue resolved ✅
Sales
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.
📊 Reporting Benefits
Statuses fuel intelligent analytics:
SLA tracking
Pipeline health
Resolution performance
Escalation monitoring
Workflow bottlenecks
Teams gain operational visibility and improved handoff coordination.
✅ Best Practice Setup
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
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
Last updated