> ## Documentation Index
> Fetch the complete documentation index at: https://docs.acelabusa.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Managing Conversation Status

> Understand how to track and update conversation progress through different stages

## Understanding Conversation Status

Conversation statuses help you and your team track the progress of each architect communication. By updating status as conversations evolve, you keep everyone informed about where each lead stands and what actions are needed next.

***

## Status Types and Meanings

### New Inquiry

**When to use:** When an architect first sends you a message that hasn't been reviewed or acted upon.

**Characteristics:**

* Message is unread
* Initial contact from architect
* No team member has responded yet
* Indicates action is needed

**Next step:** Review the message and assign to a team member, then move to **Processing Inquiry**.

### Processing Inquiry

**When to use:** When your team is actively working on the architect's request.

**Characteristics:**

* A team member is investigating the inquiry
* Gathering product information, pricing, or specifications
* Preparing a response
* Still working internally before replying

**Next step:** Once your response is ready and sent, move to **Awaiting Reply** or **Completed** (if it was a simple question with complete answer).

### Awaiting Reply

**When to use:** After your team has sent a response and is waiting to hear back from the architect.

**Characteristics:**

* Your team has sent a message
* Waiting for architect's response or decision
* Conversation is active but waiting on external action
* Time-sensitive for follow-up

**Next step:** When architect responds, move back to **Processing Inquiry**. After a set time with no response, consider moving to **On Hold** or follow up.

### Completed

**When to use:** When the conversation has been fully resolved or the inquiry is complete.

**Characteristics:**

* All questions answered
* Project details finalized
* Lead converted to a project or proposal
* No further action needed from the architect
* Transaction complete

**Next step:** Archive the conversation if needed. May be reopened if architect sends new inquiry.

### On Hold

**When to use:** When a conversation needs to pause for a specified reason.

**Characteristics:**

* Awaiting architect's project timeline
* Waiting for budget confirmation
* Architect requested to follow up at a later date
* Temporarily inactive
* Planned follow-up scheduled

**Next step:** Set a reminder to follow up. Move back to **Processing Inquiry** when ready to resume, or **Completed** if no longer relevant.

***

## How to Update Conversation Status

### In the Conversation Thread

1. Open any conversation
2. Look for the **Status** button or dropdown (usually in the conversation header)
3. Click to reveal status options
4. Select the new status from the list
5. The status updates immediately
6. Status change is recorded in the conversation history

### From the Conversations Dashboard

1. Go to **Conversations** in the main navigation
2. Find the conversation in the list
3. Click the **Status** column or field for that row
4. Select the new status
5. Status updates without opening the full conversation
6. Return to list view to see the change

### Adding Status Notes (Optional)

When updating status, you may be able to add a note:

1. Click the **Status** field
2. Look for an optional **Notes** or **Comments** field
3. Add context like "Awaiting project budget confirmation" or "Follow up March 15"
4. Save the status update

***

## Status Workflow Example

Here's a typical conversation workflow:

```text theme={null}
1. Architect sends inquiry
   → Status: New Inquiry
   ↓
2. Team member reviews and starts working
   → Status: Processing Inquiry
   ↓
3. Team sends response with product info
   → Status: Awaiting Reply
   ↓
4. Architect responds with follow-up questions
   → Status: Processing Inquiry (restart)
   ↓
5. Team provides additional details
   → Status: Awaiting Reply
   ↓
6. Architect confirms project and moves forward
   → Status: Completed
```

***

## Using Status to Stay Organized

### Filter by Status

1. Go to the Conversations dashboard
2. Use the **Status** filter on the left sidebar
3. Select one or more statuses to view
4. Focus on high-priority statuses like "New Inquiry" or "Awaiting Reply"

### Monitor Conversations at a Glance

The overview board at the top of the Conversations page shows:

* **Total conversations** in each status category
* **Quick indication** of workload by status
* **Visual representation** of conversation pipeline health

Example:

* New Inquiry: 3
* Processing Inquiry: 5
* Awaiting Reply: 8
* Completed: 24
* On Hold: 2

### Prioritize Work

Use status to prioritize your team's daily work:

1. **Start the day** by reviewing "New Inquiry" conversations
2. **Assign** new inquiries to appropriate team members
3. **Move to Processing** once someone is actively working
4. **Monitor "Awaiting Reply"** for follow-ups (older ones may need reminders)
5. **Archive Completed** conversations to keep dashboard clean

***

## Best Practices for Status Management

### Keep Statuses Current

* **Update immediately** when status changes
* **Don't skip steps** — move through statuses in order
* **Assign promptly** when moving to Processing

### Manage "Awaiting Reply" Conversations

* **Set reminders** for 24-48 hours to follow up if no response
* **Don't let them linger** — archive or move to On Hold if architect doesn't respond
* **Prioritize newer awaiting replies** over older ones

### Handle "On Hold" Strategically

* **Always set a follow-up date** when putting conversations on hold
* **Add a reason** in notes ("Follow up after Q3 budget approval")
* **Review on hold list weekly** to resume relevant conversations
* **Don't abandon** — establish a process to revisit On Hold items

### Clean Up Your Dashboard

* **Archive or complete** old conversations regularly
* **Aim for 0 "New Inquiries"** by end of business day
* **Keep "Awaiting Reply"** count manageable (less than 10 per person)

***

## Team Coordination

### Status as Communication

When team members add conversations, status tells them what action is needed:

* **New Inquiry** → "Someone needs to open this"
* **Processing** → "Already being handled"
* **Awaiting Reply** → "Waiting on architect, may need follow-up soon"
* **On Hold** → "Check notes for context when resuming"

### Handoff Between Team Members

1. When handing off a conversation:
   * Update status to reflect current stage
   * Add a note explaining what's been done
   * Mention any critical details
2. New owner can see status and context immediately
3. Ensures continuity even when team members change

***

## Troubleshooting Status Issues

### Can't Change Status

**Problem:** Status dropdown doesn't appear or is grayed out

**Solutions:**

* Verify you have permission to edit this conversation
* Check if the conversation is archived or locked
* Try refreshing the page
* Contact your administrator if the issue persists

### Status Won't Save

**Problem:** Status reverts after updating

**Solutions:**

* Check your internet connection
* Try updating from the dashboard list view instead of the thread
* Wait a moment and refresh to verify it saved
* Try a different status to confirm functionality

### Uncertain Which Status to Use

**Solution:** Use this quick guide:

* Just received message → **New Inquiry**
* Working on it now → **Processing Inquiry**
* Sent our answer → **Awaiting Reply**
* All done → **Completed**
* Pausing for later → **On Hold**

***

## Next Steps

* [Conversations Overview](/partner-help-center/connections/conversations-overview) — Manage conversations in the dashboard
* [Best Practices for Architect Communications](/partner-help-center/connections/best-practices) — Strategies for effective engagement