Email Sub Statuses

Overview

In XCALLY, Administrators can configure Email Sub-Statuses, which are secondary labels used by Agents to categorize email messages based on their status or context.

Email Sub-Statuses help streamline workflow management by allowing Agents to tag emails for better visibility and follow-up actions.

There are two main use cases:

• Sent messages: When an Agent sends an email, a Sub-Status can be automatically applied. This Sub-Status is automatically removed when the customer replies to the message.

• Received messages: A Sub-Status can be assigned to highlight incoming emails that require specific attention or further review.

Open

Sub-statuses can only be assigned to open email messages. A default sub-status called "Pending" is included in the system by default.

In addition to this, you can create as many custom sub-statuses as needed to match your workflow and operational needs.

You can access this section from Email → Email Sub-Statuses

Create an Email Sub Status

To create a new Email Sub Status:

1. Click the Add button located at the top-right corner of the interface

2. Insert the sub status name and an optional description

3. Click Add to save your changes

Once created, the new Sub-Status will appear in the list of available options.
Agents can immediately begin using it to tag and organize their email messages during interactions.

Each Email Sub-Status in the list has an options menu represented by three dots (⋮) on the right side.
From this menu, you can:

• Edit the Sub-Status name or description.

• Delete the Sub-Status from the system.

These management options allow Administrators to maintain an up-to-date and efficient labeling system tailored to their support processes.