Message statuses and phases¶
Phases and statuses describe the current stage of the message. Each status is further divided into phases, which provide more detailed specification. A phase can be the same for multiple statuses. In other words, phases are grouped into statuses. This makes it easier to view data grids, statistics, etc. The message status indicates whether the message is being worked on or not anymore. The message phase is far more important.
Statuses |
Phase |
|
---|---|---|
Inbound messages |
Active
Answered
Closed
|
Receiving
Received
Read
Accepted
Answering
Closed
|
Outbound messages |
Active
Answered
Closed
|
New
Draft
Scheduled
Sent
Confirmed
Failed
Cancelled
|
Message statuses¶
For messages, the status is not as important as their phase. There are only three statuses that you will find in the Message.MessageResult
column, where the integer value from the “DB” column is present. Names themselves are stored in the LiteralLookup
table, their LiteralGroup
value is 53.
Status |
DB |
Explanation |
---|---|---|
Active |
0 |
The message is currently being processed, handled and so on. An unfinished status. |
Answered |
1 |
The message was replied to but has not been finished. The phase indicates where exactly the processing ended. |
Closed |
2 |
The message lifecycle ended with it being finished. The phase indicates where exactly the processing ended. |
Inbound message phases¶
A more detailed explanation of outbound message phases. In the database, phases correspond to the Message.MessagePhase
column, where the integer value from the “DB” column is present. Names themselves are stored in the LiteralLookup
table, their LiteralGroup
value is 52 and Culture
value is teams
.
Phase |
DB |
Explanation |
---|---|---|
Receiving |
0 |
A short-term transient status when receiving a message. |
Received |
1 |
Message received by the gateway but nobody has read (opened) it yet. |
Read |
2 |
Message read (opened) by an agent, but not accepted yet. |
Accepted |
3 |
The message was intentionally accepted by an agent. |
Answering |
4 |
There is a draft related to the message. |
Closed |
5 |
Message marked as finished. |
Terminated |
6 |
|
Outbound message phases¶
A more detailed explanation of outbound message phases. In the database, phases correspond to the Message.MessagePhase
column, where the integer value from the “DB” column is present. Names themselves are stored in the LiteralLookup
table, their LiteralGroup
value is 52 and Culture
value is teams
.
Phase |
DB |
Explanation |
---|---|---|
New |
13 |
A short-term transient status before any processing begins. |
Draft |
7 |
A draft message. Once you start typing a new message or reply, it is in this initial phase. |
Scheduled |
8 |
The message is scheduled to be sent out later. |
Sent |
10 |
The message was sent to the gateway. |
Confirmed |
11 |
The gateway acknowledged receiving the message. |
Failed |
9 |
Message sending failed. |
Cancelled |
12 |
Message canceled by agent using the Cancel button. |
Hold |
14 |
|
Open |
15 |
|
Waiting |
16 |
|
Message types¶
In the database, the types correspond to the Message.MessageType
column, where their integer value from the “DB” column is stated (see below). Statuses names are stated in the LiteralLookup
database table, where the LiteralGroup
value is 50.
Type |
DB |
Explanation |
---|---|---|
1 |
||
SMS |
2 |
Text message |
Fax |
3 |
|
SocWall |
5 |
|
SocMsg |
7 |
Facebook and Whatsapp (possibly all other supported social media) |
Task |
11 |
Task |
Note |
12 |
Note |
Tmp |
100 |
Template |
TmpEmail |
101 |
Email template |
TmpSMS |
102 |
SMS template |
TmpFax |
103 |
Fax template |
TmpSocWall |
105 |
|
TmpSocMsg |
107 |
Message template |
TmpTask |
111 |
Task template |
TmpNote |
112 |
Note template |