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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).

To add Status values, perform the following steps:

1. Go to your Case object's list of fields.
2. In the list of fields, click Status. Case Field Status appears.
3. In the Case Status Picklist Values section, click New. Add Picklist Values appears.
4. Type the values you want to add to the picklist. For example:
   In Progress
   Awaiting Reply
   Requires Attention
5. Click Save. Your new values are saved and appear in the Case Status Picklist Values section of Case Field Status.
6. Optionally, set the status as the default status or as a closed status, or both. To do so, edit the status and select Default or Closed or both.