Define Customer Status

Ready to manage your customers more efficiently? The Customer Status system helps you filter and prioritize customers intelligently, so you can focus your limited time on the most important customers first.

Ever had multiple customers reaching out at once and didn’t know who to handle first? This system is built to solve that problem!

Why Status Matters

🎯 Clear prioritization — Hot leads ready to buy should get attention before undecided customers
⚡ Use time efficiently — Admins with limited time can focus on customers with the highest chance of closing
💰 Increase sales — Attend to ready-to-buy customers on time, reducing chances they’ll go elsewhere
📊 See the big picture — Know how many customers are in each stage of your sales funnel
🔄 Automate workflows — AI can assign status automatically based on detected intents

Difference Between Status and Intent

Intent tells you “what they’re interested in” (e.g., asking price, inquiring about shipping, wanting products)

Status tells you “what stage of buying they’re in” (e.g., still uncertain, ready to buy, deal closed)

Example: A customer might have an Intent of “asking price” but their Status could be “Hot Lead” (if ready to buy) or “Cold Lead” (if just checking prices)

Default Statuses and Meanings

When you create a new Droid, the system automatically sets up 5 default statuses:

👋 Greeting (Initial Contact)

Customer just started showing interest — Has initial awareness but hasn’t decided anything yet, waiting for information from us

Behavior: Greeting, asking general questions, just browsing

What to do:

Reply quickly
Provide complete information
Ask questions back to understand their needs

❄️ Cold Lead (Not Ready / Inactive)

Not ready to buy right now — Might be comparing prices with other stores or just checking prices for later

Behavior: Read but don’t reply, slow responses, says “let me look first”

What to do:

Don’t be pushy, wait for the right moment
Keep contact information
Use follow-up or broadcast promotions to re-engage later

🔥 Hot Lead (High Intent / Ready to Buy)

Customer has decided to buy 80-90% — Just needs final confidence or payment steps

Behavior: Asking detailed specs, requesting payment info, trying to negotiate price, asking about shipping

What to do: ⚡ Most urgent!

Summarize order clearly
Push to close the sale
Send payment information immediately
Reply as fast as possible, don’t let them wait

🎉 Closed Won (Deal Closed)

Sales mission complete — Moving to fulfillment and after-sales service

Behavior: Sent payment slip, provided shipping address, waiting for delivery

What to do:

Thank the customer
Provide tracking number and follow delivery
Invite to join membership or community
Build long-term relationship for future purchases

😴 Passed (Move On / Deal Lost)

Customer not interested in buying now — May have declined, looking for unavailable products, or not responding

Behavior: Declined, looking for products not available, no response for a long time

What to do:

Thank them for their interest
Suggest similar products (if available)
End conversation politely
Move to Archive to keep inbox clean
Focus on other customers instead

Filtering Customers by Status

Chat page showing customer status filtering location

On the Chat page, you’ll see:

Filter buttons on the left — Shows all statuses you’ve configured
[All] button — Shows all customers regardless of status
Other status buttons — Click to filter only customers in that status

How to use

Click the status button you want (e.g., Hot Lead)
System will show only customers in that status
Select a customer
View customer details on the right
Can change customer’s status from this page

💡 Tip: Start every day by checking Hot Leads first to not miss any closing opportunities

Managing Statuses

Status management menu in Settings page

How to access Status management

Go to Settings
Select Business Rule
Find the Status section

Available features

View all statuses — See overview of existing statuses
Reorder statuses — Drag and drop the 6-dot icon (⠿) in front of each status to reorder
Edit status — Click Edit button to change details
Add new status — Click Add Status button
Delete status — Remove unwanted status (with conditions - see below)

Creating or Editing a Status

Add Status form

When you click Add Status or Edit, the system will show a form with these fields:

Emoji (Icon Symbol)

Used as a shorthand symbol to help remember and distinguish when filtering statuses

Examples:

👋 for Greeting
❄️ for Cold Lead
🔥 for Hot Lead
🎉 for Closed Won
😴️ for Passed

Tips:

Choose emojis with clear meanings
Use different colors and shapes for easy recognition

Label (Status Name)

The name of the status that will be displayed in the system

Examples:

“Greeting”
“Cold Lead”
“Hot Lead - Ready to Buy”
“Closed Won - Paid”
“Passed - Not Interested”

Tips:

Use clear, short, concise names
Can use any language
Add short description at the end if needed

Color (Status Color)

The color used to display the status on Chat page and reports

How to use:

Choose different colors for each status
Use red or orange for urgent statuses (Hot Lead)
Use green for closed deals (Closed Won)
Use gray or light blue for non-urgent statuses (Cold Lead, Passed)

Tips:

Colors help you notice faster, especially with many customers
Use colors that match the meaning (e.g., 🔥 Hot = red, ❄️ Cold = blue)

Option (Control Settings)

Determines whether status can be downgraded by Intent or AI

Meaning of Upgrade and Downgrade

Status order from bottom to top (or left to right) has these values:

Lower status = lower value (e.g., Greeting, Cold Lead)
Higher status = higher value (e.g., Hot Lead, Closed Won)

Upgrade = Change status to higher value (good ✅) Downgrade = Change status to lower value (undesirable ❌)

How it works

Suppose a customer is in “Hot Lead” status and types “hello”:

Detected intent: “Greeting”
This intent sets status to “Greeting”
But “Greeting” has lower value than “Hot Lead”
If set to “Don’t allow downgrade”:
- ❌ System will not change customer’s status from “Hot Lead” to “Greeting”
- ✅ Customer remains in “Hot Lead” as before
If set to “Allow downgrade”:
- ✅ System will change customer’s status to “Greeting”
- ⚠️ May miss customers about to buy

More examples

Case 1: Protect Hot Lead

Customer is in “Hot Lead” and asks “is shipping fast?”

Intent: “Ask about shipping” → Status: “Cold Lead”
Since Hot Lead > Cold Lead (Downgrade)
System will not change to Cold Lead
Customer stays as Hot Lead for admin to follow closely ✅

Case 2: Allow Upgrade

Customer is in “Greeting” and says “can I get payment info?”

Intent: “Request payment” → Status: “Hot Lead”
Since Hot Lead > Greeting (Upgrade)
System will change status to Hot Lead ✅
Admin can see immediately that customer is ready to buy

Case 3: Manual Change

Admin can always change status manually, whether upgrade or downgrade, by going to the Chat page

Select the customer
View customer details on the right
Change status as needed
The “Don’t allow downgrade” option only applies to automatic changes by AI or Intent
Admin maintains 100% control through Chat page

💡 Recommendation: Usually should set to “Don’t allow downgrade” for important statuses (Hot Lead, Closed Won) to prevent AI from changing customers about to buy back to regular customers

Deleting a Status

General case

When you delete a status with no customers using it, the system will delete it immediately

Special case: Customers are using this status

If customers already have this status, the system will:

Archive the status — Won’t delete immediately
Hide from selection — Admin can’t assign this status to new customers
Existing customers keep this status — Until admin changes it
Delete when no customers use it — When no customers have this status anymore, system will actually delete it

How to Restore archived status

Go to the same location where you deleted the status
Click Restore button
Status will be available for use again

⚠️ Important: Before deleting a status, make sure you’ve changed all customers to another status first, otherwise you won’t be able to delete it

Auto-assign Status via Intent

Intent list with edit button

Besides manually assigning status, you can have AI assign it automatically through Intent

Step 1: Access Intent editing page

Go to Tuning > Intent
Select the intent you want to edit
Click Edit button

Step 2: Assign Status in Intent

Intent edit page showing Status to Assign section

On the Intent edit page:

Scroll down to Status to Assign section
Select the status you want to assign when customer matches this intent
Save settings

How it works

When a customer sends a message matching this intent:

AI detects the intent
System assigns the selected status to the customer automatically
Condition: Can only assign as Upgrade (according to Option settings)

Usage examples

Intent: “Request payment info”

Status to Assign: Hot Lead
Result: When customer asks for payment info, system changes status to Hot Lead immediately

Intent: “Not interested”

Status to Assign: Passed
Result: When customer says not interested, system moves to Passed so admin knows not to follow up

Intent: “Ask price”

Status to Assign: Cold Lead
Result: When customer asks price but hasn’t decided to buy, system assigns Cold Lead

💡 Tip: Assign status to intents that clearly indicate buying readiness, such as “Request payment info”, “Negotiate price”, “Place order” should be Hot Lead

Example Status Setups for Different Businesses

General Online Store

Status	Emoji	When to use
Greeting	👋	First greeting
Cold Lead	❄️	Asking price, browsing, undecided
Hot Lead	🔥	Request payment info, negotiate, ready to buy
Closed Won	✅	Sent payment slip
Passed	⏭️	Not interested, looking for other products

Service Business (e.g., Hotel, Clinic)

Status	Emoji	When to use
Inquiry	💬	Asking for information
Quotation Sent	📋	Sent quotation
Ready to Book	🔥	Ready to book
Confirmed	✅	Booked, paid
Cancelled	❌	Cancelled

B2B Business

Status	Emoji	When to use
First Contact	👋	First contact
Qualified Lead	📊	Qualified, has potential
Proposal Sent	📄	Sent proposal
Negotiation	💰	Negotiating
Deal Closed	🎉	Deal closed
Lost	⏭️	Lost opportunity

Tips for Using Status Effectively

1. Check Hot Leads first every day

Start each day by filtering for Hot Lead and contact these customers first to not miss closing opportunities

2. Set up intents that indicate buying readiness

Assign status automatically for these intents:

“Request payment info” → Hot Lead
“Request shipping address” → Hot Lead
“Ready to pay” → Hot Lead
“Negotiate price” → Hot Lead

3. Use Cold Lead for follow-up

For Cold Lead customers:

Save their information
Wait 1-2 days
Send promotions or special offers to re-engage
Use broadcast messages to contact this group

4. Move Passed to Archive

When sure customer is really not interested:

Change status to Passed
Move to Archive
Keep inbox clean, see only potential customers

5. Analyze data regularly

Check status statistics regularly to:

Know how many customers are in each stage
Find bottlenecks where customers get stuck
Adjust sales strategy accordingly

6. Don’t forget to update status manually

Even though AI assigns status automatically, you should:

Check and correct if wrong
Update when situation changes
Use your own judgment

Summary

Using the Customer Status system effectively will help you:

✅ Prioritize — Handle ready-to-buy customers first
✅ Save time — Focus on customers with highest potential
✅ Increase sales — Don’t miss customers about to buy
✅ Automate work — Let AI assign status through intents
✅ See the big picture — Know how many customers in each stage

Start with the 5 default statuses, then customize for your business. Remember to check and update regularly for best results!