In Exceed, contacts are categorized into various statuses, each one representing a different stage in their engagement journey. Below are details about the different contact statuses and their meanings:
Contacts in this status have recently enrolled in the system and are scheduled to receive a message.
Contacts in the Approached status have received an email or interacted via chat, but they have not yet replied. This status indicates that a contact has been reached out to initially but are yet to respond or take further action.
The Engaged status is assigned to contacts who have replied but are not yet qualified. For sequences that include Qualifying Questions, the Engaged template in the Messages Setup is utilized to ask those questions and address any questions the contact may have asked in their response.
For sequences that do not include Qualifying Questions, the contact will automatically go straight into the Assigned or Ended status, accordingly.
Contacts in the Assigned status are qualified and assigned to a specific rep. This status indicates that these contacts have been handed over to an Assigned Rep and perhaps have even progressed to scheduling a meeting.
When contacts respond, but the system requires human assistance to provide an answer, they are escalated to the Manager associated with that sequence (in the form of a Task). This status ensures that these contacts receive manual assistance from a human before receiving an appropriate response.
Contacts in the Ended status are no longer active or relevant. This status indicates that these contacts have reached the end of their engagement journey.
Exceed provides more detailed information about each one of these statuses in the form of Status Reasons and Status Reason Details.
Below is a table depicting this relationship between the three parameters, along with detailed examples:
Status | Status Reason | Status Reason Details |
New | Added As A Referral | - |
| Moved By Exceed Workflow | - |
Approached | Out of Office | - |
Engaged | Out of Office | - |
| Contact Later | - |
| Phone Collected | - |
| Email Collected | - |
Assigned | Qualified |
|
| Meeting Set | Meeting Set By Exceed |
|
| Meeting Set Externally |
| Reschedule | - |
| Out of Office | - |
| Contact Later | - |
| Updated From CRM | Matched Criteria |
|
| Converted Lead |
|
| Entity is Deleted |
| Call Requested | - |
| Email Me | - |
| Meeting No Show | - |
Escalated | Escalated To Rep | - |
| Lead Waiting For Support | - |
| Phone Collected | - |
| Email Collected | - |
Ended | Opt Out | Clicked On Unsubscribe Link |
|
| Opted Out |
| Bounced | Hard Bounce |
|
| Invalid Email |
|
| Email Expected to Bounce |
| Disqualified | Not Interested |
|
| Left Company |
|
| Existing Customer |
|
| Existing Prospect |
|
| Not A Good Fit |
| Unresponsive | - |
| Wrong Person | Referred In Company |
|
| No Referral |
| Other | Domain Blocked |
|
| Contact Active In Other Sequence |
|
| Contact Moved To Other Sequence |
|
| Sequence Deleted |
| Updated From CRM | Matched Criteria |
|
| Converted Lead |
|
| Entity Is Deleted |
| Phone Number Unreachable for VA | - |
If you wish to search for contacts with a specific status, status reason and/or status reason detail, you can use the Advanced Search in the Contacts page to filter the contacts accordingly:
By understanding these different statuses in Exceed, you can effectively track and manage your contacts throughout their engagement lifecycle.