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	Not used.

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	Not used.
Open	15	Not used.
Waiting	16	Not used.

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
Email	1	Email
SMS	2	Text message
Fax	3	Not used.
SocWall	5	Not used, it used to be for Facebook wall posts and reactions.
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	Not used.
TmpSocMsg	107	Message template
TmpTask	111	Task template
TmpNote	112	Note template