A guide to the workflow states for conversations
As part of your workflow, an object is either “Open” or “Closed”. In this article we'll show you the twelve States that an object can be in at any moment, how to manually change states, what automatically applied states are, and how to search States.
How are they used?
States are either automatically assigned based on actions that you take, or they are manually changed.
Think of them as states of a ticket, or a request — your action depends on the stage (state) of the ticket (object).
Naturally, the action you take is up to you! States are an indicator that are open to your interpretation and workflow.
Manually change a State
- Select an object from your workflow by clicking on it.
- Under Workflow State and Owner, the first dropdown you’ll see should have now changed to show the State as Assigned. From here, select the appropriate State.
Automatically applied States
Some States are automatically applied to objects, based on an action you perform, or where they sit in your workflow, or a conversation thread.
Searching based on States
To search for objects based on their State, add the search filter Current State to your Deep Dive, selecting the State/s you’re looking for (or select all — except those you’re not — if you’re wanting to exclude them from your search).
That's it for workflow states! If you have any further questions, please don’t hesitate to contact Lexer Support at firstname.lastname@example.org.