Statuses & mapping the partner's vocabulary

Every partner names call statuses differently. Map them to one vocabulary or your metrics, filters and postbacks stop working.

Partners invent their own status names. One writes “No answer”, the next “NoAnswer”, a third “no_answer”, a fourth “Na- no responde”. They all mean the same thing, and to the CRM they are four unrelated values unless you say otherwise. That is what the status mapping is for, and it is the most-skipped field in the whole integration form.

What goes wrong when you skip it

Nothing appears broken, which is exactly the problem. Leads keep arriving and statuses keep updating — but every partner's private wording is stored verbatim, so:

• Your status list grows without limit. A live box that skipped this ended up with 129 statuses that were really about a dozen outcomes spelled differently.
• Quality metrics under-report. The CRM groups statuses into good / bad / trash / no-answer; anything it doesn't recognise counts as neutral, so those leads silently vanish from the numbers.
• Postbacks stop firing. A postback set to fire on “good” statuses never sees an unmapped status, so conversions are simply not reported to your source.
• Filters and the activity log get unusable — you have to remember every spelling to find anything.

Where to set it

In the integration template, inside the status-pull section: “Status mapping (partner → internal)”. Left is the partner's raw value copied exactly as they send it — their case, spaces and language. Right is our name for it. AI draft fills this in when the partner's docs list their statuses; if it left it empty, ask the partner for the list.

Map by meaning, not spelling

The point is to collapse variants, so map anything that means the same outcome onto the same name. “Wrong Person”, “WrongData” and “NotValidNumber” are all Wrong Number. “Hot” is Interested. “In Work”, “Processing” and “Calling” are all In Progress. Non-English values map the same way — “Na- no responde” is No Answer, “Bajo potencial” is Low Potential, “Número incorrecto” is Wrong Number.

The vocabulary to map onto:

• Working the lead — Callback · Interested · Low Potential · In Progress · New
• Lost — Not Interested · No Potential · No Money · Hung Up
• Unreachable — No Answer · Never Answer
• Bad data — Wrong Number · Wrong Info · Invalid Country · Underage · Denied Registration
• Money — Deposited

How the quality groups follow from it

Those names are sorted into four groups — good, bad, trash and no-answer — which drive the dashboard, the activity-log filters, the anomaly detector and postback conditions. The grouping lives in Settings → Lead statuses, and you can retune it: if you count a callback as good and someone else counts it as neutral, that is a business decision, not a fixed rule.

One thing to check there after a while: statuses that mean “still being worked” — New, Processing, In Progress — are deliberately neutral, because no verdict has been reached yet. But if something like “Hot” sits unmapped, it counts as neutral too, and your good-status numbers quietly under-report. Worth a look at the list every so often.

If you already have a mess

Add the mapping to the template now — it applies to every status that arrives from then on. Older leads keep the raw value they were saved with; if the history matters, you can retune the quality groups in Settings so the old spellings land in the right buckets alongside the new names.