Overview
Stages & Rules is where you shape how conversations move through your pipeline. The Stages tab defines the ordered steps a conversation can sit in (New, In Progress, Closed, and so on), and the Disposition Rules tab controls which outcome labels (dispositions) are offered for each conversation type.How it works
A stage has a name, a key, a color, and an order, plus an optional conversation type (Phone, Email, Text/SMS, Meeting, or Widget). Leaving the type blank makes the stage apply to all types; setting one scopes it to that type. Stages are listed by their order value, and new workspaces are seeded with a default set (New, In Progress, Follow Up, Closed). A disposition is an outcome label for a conversation, for example Won, Lost, Left Voicemail, or Meeting Scheduled. They are managed elsewhere as a shared list. A disposition rule assigns one of those dispositions to a conversation type so that, when an agent wraps up that kind of conversation, only the relevant dispositions are offered. A rule with no type set applies to all types.If no disposition rules exist for a conversation type, every disposition is offered. Rules narrow the list rather
than enabling it.
This screen defines stages and scopes which dispositions are offered per conversation type. It doesn’t move or assign
conversations on its own, use workflows to automate those steps.
Using it
1
Open Stages & Rules
Go to Stages & Rules in conversation settings.
2
Add or edit a stage
On the Stages tab choose Add Stage, then set a name, key, optional conversation type, and color. Leave the
type blank to apply it to every conversation type.
3
Scope dispositions with a rule
On the Disposition Rules tab choose Add Rule, pick a disposition, and optionally limit it to a conversation
type.
4
Confirm
The new stage or rule appears in its table. Remove a stage or rule with the trash icon.
Troubleshooting
When reporting an issue, include the request id shown in the error toast. It links the in-app error to the server
logs.
Related
Conversations & Threading
How email, SMS, voice, and chat share one thread model.