Updating The Status of Contacts Captured Through Your Chatbot

When using Contact Statuses in OnceHub, you can dynamically update a contact’s status based on their interactions with your Chatbots. This enables you to track a contact’s journey and categorize them effectively based on their actions, such as scheduling or answering specific questions.

This feature works best when used with the routing capabilities of Chatbots. For more details on routing, refer to our Routing Your Interactions article.

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What Are Contact Statuses?

Contact Statuses allow you to define key contact lifecycle stages such as Prospect, Discovery, Onboarding, or Active Client to match your business needs throughout the customer journey.

To learn more about Contact Statuses, please see our How to Manage and Customize Contact Statuses article.

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How to Update Contact Statuses in Your Chatbot

Follow the steps below to update contact statuses in your Chatbot:

Navigating to the Flow Builder

1. Click on Chatbots in the left-hand navigation menu.
2. Select the bot you want to update Contact statuses for.

Updating the Contact status

1. Add the Contact status action from the Add Interaction pane on the right.
2. Select the status it should update to using the dropdown menu.
3. Click on Save.