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).
NewVoiceMedia provides the following case statuses by default: New, Working, and Escalated.
To add Status values, perform the following steps:
- Go to your Case object's list of fields.
- In the list of fields, click Status. Case Field Status appears.
- In the Case Status Picklist Values section, click New. Add Picklist Values appears.
- Type the values you want to add to the picklist. For example:
In Progress
Awaiting Reply
Requires Attention - Click Save. Your new values are saved and appear in the Case Status Picklist Values section of Case Field Status.
You can now map your new statuses to and from actions. For information on mapping statuses, see Mapping actions to and from case statuses.