How to Create a Custom Status

How to Create a Custom Status

How to Create a Custom Status

Custom Statuses help you track your team’s real availability in a much more accurate way.

Instead of seeing a generic status like Away, you can create meaningful options such as:

  • Team Meeting

  • Lunch Break

  • Training

  • Admin Work

This gives managers better visibility, improves reporting accuracy, and helps routing behave smarter.

📌 Note: Admin permissions are required to create custom statuses.

Step-by-Step: Create a Custom Status

  1. Go to Settings → General → Statuses → Custom Statuses and click “+ Add Status”

  2. Choose a Name, Color and Icon of the status.

  3. Define whether the status will have a Pause or Work Type.
    Pause → for non-work duties (example: break, lunch)
    Work → for productive tasks (example: emails, admin work)

  4. Under Call Permissions, define whether the agent can receive calls while using this status (Inbound, Outbound, Both, Disabled)

  5. Enable or Disable the Messaging permissions for the status.

  6. Make sure Active is ON.

💡Useful Tip: Toggle the Default button, so the status will be activated upon every user login.

✅ Your custom status is now available for agents to use.

Done 🎯

You now know how to create custom statuses in Squaretalk and configure them with the right permissions to improve visibility, routing, and reporting.