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Inbox & follow-ups·Setup5 min read

Understanding case status

The seven statuses (Needs reply, Awaiting customer, Follow-up due, On hold, Won, Lost, Archived), when they change automatically vs by hand, and how to run your inbox by status.

In this guide

Every conversation in your inbox carries a status. It is the single most useful signal in Yesoma: it tells you, at a glance, whose move it is and what needs your attention next. This guide explains the seven statuses, when they change on their own, and when you change them by hand.

The seven statuses

| Status | What it means | Whose move | |---|---|---| | Needs reply | A new or unanswered message is waiting | Yours | | Awaiting customer | You replied; the ball is in their court | Theirs | | Follow-up due | They went quiet and a nudge is owed | Yours | | On hold | Paused on purpose (waiting on something) | Nobody, for now | | Won | Booked or paid | Done, happily | | Lost | Not interested, or they ghosted | Done | | Archived | Closed with no clear outcome | Done |

The first three are the ones that drive your day. "Needs reply" and "Follow-up due" are your to-do list; "Awaiting customer" is everything you are correctly waiting on.

What changes on its own

You will rarely set most of these by hand, because Yesoma moves them for you:

  • A new inbound message (email, WhatsApp, website form, or a portal reply) puts a case in Needs reply, even if it had been closed. A returning customer always resurfaces.
  • When you send a reply, the case flips to Awaiting customer.
  • When a customer has gone quiet long enough that a follow-up is due, it surfaces as Follow-up due.
  • When a deposit is paid through an invoice, or you mark an inquiry Won, it becomes Won.

What you change by hand

Open any case and use the Move to control to set the status yourself. The common manual moves are:

  • On hold when you are waiting on a supplier, a date, or the customer to gather something, and you do not want it nagging you in the meantime.
  • Won or Lost to record the outcome (you can also mark these from the inbox preview).
  • Archived to clear something that has no real outcome (spam, a wrong number, a duplicate).

Marking a case Lost or Archived does not delete it. If that customer ever messages again, it reopens to Needs reply automatically.

Using status to run your inbox

The inbox filters are built around these statuses. Filter to Needs reply first thing in the morning to clear what is actually waiting on you, then Follow-up due to nudge the quiet ones. Leave Awaiting customer alone: that is work you have already done.

See also

More in Inbox & follow-ups

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