If you have Unite enabled for your Salesforce org, when Salesforce receives a message through a configured channel, Salesforce creates a new case. Each case has a Status field. Use this field to control the life-cycle of the case. You might need statuses such as New (when the case is created), In Progress (when a case is assigned to an agent), Awaiting Reply (when an agent has responded to a case requesting further information), and Closed (when a case is completed).
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| NewVoiceMedia Vonage Contact Center provides the following case statuses by default: New, Working, and Escalated. |
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