Dialogue Status in SoGoConnect

There are four stages in the life of a Dialogue, each of which are identified by a different Status. These Statuses help let everyone know how each Dialogue is progressing to a resolution. Let’s review what each Dialogue Status means:

Unopened: This is a Dialogue that has arrived into the Inbox, but has not been responded to by the user. As soon as you either reply to the customer/employee or write an internal comment, SoGoConnect will immediately change the Status to “In Progress.”

In Progress: This means that within your organization you are taking action to resolve this Dialogue.

Pending Details: This means that your organization is waiting for more information from the person who submitted the Dialogue.

Closed: The Dialogue has been resolved and doesn’t require any more resources or immediate attention.

You can change the Status of a Dialogue at any time, even if it has already been changed to “Closed.”

Just go to the Dialogue’s tab and look over on the left column. Below Dialogue Details you’ll see the status dropdown, where you can select what status you want the Dialogue to be.

As soon as you change a Dialogue’s Status to Closed, a pop-up window will appear asking you if you’re sure you want to change this Dialogue status. Select the “Yes, close” button in order to confirm this change.