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Statuses, tags, and custom fields

Use Settings to configure metadata that helps agents organize and understand work.

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Status configuration

CXP includes core conversation statuses: Open, Pending, Resolved, and Closed. Administrators can configure pending-related values such as:

• Pending On values
• Pending Reason suggestions

These values help explain why a conversation is waiting and make pending queues easier to scan.

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Tags

Tags are reusable labels for conversations, contacts, and organizations. Use Settings > Tags to manage tenant-wide tag suggestions. Agents can apply tags while working objects, and saving object tags can add new suggestions for future use. To color a tag, open it in Settings > Tags and pick a color from the built-in palette, or choose No color. Tag chips in conversation, contact, and organization lists and details use that color, so agents can spot important labels at a glance. Tags that aren’t in the catalog appear in a neutral color. Catalog edits affect future suggestions. They do not rewrite tags already stored on existing conversations, contacts, or organizations.

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Automatic conversation tags

Concierge Agents can add labels according to your instructions and use current tags to guide their responses. Automatic labels also enter your tenant’s catalog for future suggestions. See Automatic conversation tagging for availability, instruction examples, a reusable Tagging Policy skill, and tag behavior and limits.

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Custom fields

Custom fields let administrators add tenant-specific structured data to:

• Conversations
• Contacts
• Organizations

Supported field types can include text, number, boolean, date, email, phone, URL, select, multiselect, and category-backed fields.

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Manage custom field lifecycle

Required conversation fields must be filled before an agent resolves or closes a conversation. If values are missing, CXP opens the custom-field editor, highlights the missing fields, and focuses the first. Agents save the values and retry the status change or Agent Assist Apply. When creating custom fields:

1. Choose the object type.
2. Set a stable key and clear label.
3. Choose the field type carefully.
4. Configure options or category references when needed.
5. Decide whether the field is required in explicit save contexts.

After creation, some field properties, especially field type, may be intentionally fixed to preserve existing data.

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Operational guidance

Keep metadata simple:

• Prefer a small number of high-value tags.
• Use custom fields for structured facts, not long notes.
• Avoid fields that duplicate built-in status, priority, assignment, or category.
• Review metadata periodically and archive stale fields when supported.

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Agent Not Ready reasons

Owners and Admins can use Settings > Statuses > Not Ready Reasons to configure choices such as Lunch and Break, with optional descriptions. Set Time Limit (seconds) to a positive whole number when supervisors need a warning for a long-running reason. For example, 900 sets a 15-minute threshold. Blank or 0 means No limit. Agent Workload turns the current reason duration red and shows an alert after the limit is exceeded, without waiting for a report refresh. This warning does not change agent status or routing eligibility. See Not Ready reasons for configuration, selection, and warning behavior. Renames preserve the configured reason’s identity in captured history, and deleting a choice does not erase earlier observations. Every configured reason appears in Agent Statuses Reporting, with a dash when an agent has no observations for it in the selected period. Owners, Admins, and Team Leads can compare these durations across current agents or a team, select an agent for daily totals, and open a day to review its Status History.

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Calculated reporting dimensions

Use Custom Dimensions to calculate reusable conversation classifications for filters and reports. These values are calculated when queried and do not replace editable custom fields.