States, tags, and custom attributes
On this page
Statuses, tags, and custom attributes are the building blocks for organizing your conversations and customer records: a status indicates where a conversation is in the process, a tag identifies the topic, and a custom attribute stores the additional information your team asks for each time. All three screens are located in the admin area and require administrator permissions.
- StatusesManage call statuses
- TagsCommon Tag Dictionary
- Custom FieldsAdd your own fields to calls and customer cards
- BLE AIAttributes extracted by artificial intelligence from the conversation
1. Scenarios
Every situation has a category; the category determines which queue the conversation will be routed to and how it will be handled:
- Open → In progress; appears in the agent’s open queues.
- On hold → It’s the customer’s turn, not your team’s.
- Closed → Resolved, removed from the queue.
- Locked → Completely Closed: Customers cannot reply, and incoming emails are not processed.
The product comes with default statuses named "Open," "Pending," and "Closed"; these default statuses cannot be deleted or disabled. To add your own status:
- Open the screen — follow the path Settings › Admin Area › Statuses and click "Add Status."
- Agent label — Enter the name your team will select from the status list, for example, "In Transit."
- Customer Label — Enter the name the customer will see in their request. If left blank, the agent’s label will be displayed.
- Category — Select the category to which the status belongs, for example, Pending.
- Save — Press "Create" while the Active key is pressed.
Statuses are selected via the status button on the top bar of the call screen, in the new call form, and in trigger and macro actions. A disabled status is hidden from both agents and customers.
When you delete a case, the conversations in that case are moved to another case in the same category, and this action cannot be undone. At least one case must remain in each category.
2. Tags
Tags serve as a common vocabulary for conversations, articles, and customers: tag once, then filter, set up views, and generate reports.
- Open the screen — follow the path Settings › Admin Area › Tags and click "Add Tag."
- Label Name — Enter the text that appears on conversation cards, in the label selector, in views, and in reports.
- Nickname — An optional second name; currently visible only on this page.
- Save — Click "Create."
- Agents can also create tags on the call screen; every tag they add appears in this list.
- The "Usage" column shows how many records the tag is attached to.
- Tags are used in saved view conditions (Tags), SLA policy conditions (Tag), and in trigger and macro actions (adding and removing tags).
Deleting a tag removes it from all conversations, articles, and customers it is attached to; this action cannot be undone.
3. Custom Attributes
It stores information that your team asks for every time—such as order number, package, and License key—in its own field. To create it, go to Settings › Administration › Custom Attributes and click "Add Attribute":
- Attribute information — Name, optional Description (displayed as a tooltip below the field), and, if necessary, the Required attribute key.
- Field Type — From the "Where it appears" list, select "Conversation," "Customer," or "Company"; from the "Format" list, select "Text," "Multi-line text," "On/Off," "Number," "URL," "Date," "Checkbox," "Multiple selection," "Drop-down list," or "Phone."
- Options — For each option in the selected formats, enter the Label (displayed) and Value (stored).
- Visibility — Only representatives, or the customer can edit or view. In fields visible to the customer, you can also enter the name and description to be displayed to the customer.
- Save — Click "Create."
Where it appears: Once the format is created, it cannot be changed; saved values are stored in this format. Changing the attribute’s name also changes its technical key; predefined responses and flows that use the attribute as a variable will find it using this key.
Attributes appear in the following locations:
- In the right panel of the call screen: call attributes. In the Call Attributes section, customer attributes are located in the Contact Information section. You enter the values using Edit.
- In the customer profile and company registration.
- As a field in the pre- and post-chat forms in Live Chat settings, and in the new request form in Help Center settings.
The system comes with predefined attributes: the name and text visible to the customer can be changed; the type, format, permission, and status are fixed. You can hide your own attribute from forms and the conversation panel using "Disable"; saved values are preserved. Deleting an attribute, however, permanently deletes all its values from conversations and customer records.
The difference between a custom attribute and a BLE AI attribute
Custom attributes are filled in by your team or the customer. BLE AI attributes, on the other hand, are signals that the AI reads from each conversation on its own (such as urgency, subject, or reason for cancellation); they are defined in the Attributes tab within the BLE AI section, and each one serves simultaneously as a condition field, a panel row, and a report axis. If the BLE AI feature is enabled, the "Where It Appears" list will also include the BLE AI option; custom attributes of this type are variables in BLE AI flows.