What Status Group Override does on a Chat Group

Status Group Override on a VICIdial Chat Group lets you swap in a custom set of dispositions for chats without changing the rest of the campaign. When this field is set, agents handling chats through this group see that Status Group's statuses instead of the campaign statuses. It is the clean way to give website chat its own outcomes, like Chat Sale or Chat No Answer, without polluting your call dispositions.

What the field changes

By default the field is not set, and chats inherit whatever campaign statuses the agent already uses. Point it at a Status Group and the override kicks in for any chat handled through this group: those statuses replace the campaign statuses on the agent screen. Calls the same agent takes are unaffected, so voice keeps its dispositions while chat gets its own. This is what makes the field worth knowing about: it scopes a whole set of outcomes to a single channel without forcing you to spin up a separate campaign just to get different dispositions.

System Statuses still show

The override does not touch System Statuses. Those are always shown regardless of what you set here, so the built-in outcomes the dialer needs stay present alongside your custom ones. You are adding and swapping the campaign-level statuses, not stripping the system out from under the agent.

flowchart TD
  A["Agent finishes a chat"] --> B{"Status Group Override set?"}
  B -->|No| C["Show campaign statuses"]
  B -->|Yes| D["Show override group statuses"]
  C --> E["System Statuses always shown"]
  D --> E

The HotKey caveat

There is one trap worth knowing before you rely on this. Statuses defined inside the override Status Group are not available as Campaign HotKeys unless those same statuses are also defined in the Campaign Statuses. So if your agents lean on single-key dispositions to move fast, an override status that exists only in the group will not have a HotKey behind it.

When to use it

Reach for the override when chat outcomes genuinely differ from call outcomes and you want clean reporting on each channel. Leave it unset when chat and voice share the same dispositions and the extra Status Group would just be noise. A good test is whether a report on this channel would read more clearly with its own outcomes; if the answer is no, the override is just extra surface to maintain. Either way, each Status (lead status) an Agent picks still tags the Lead the same way, so your downstream Disposition reports stay consistent.

Status Group Override is the field that lets chat speak its own language while the system outcomes stay put. Set it with the HotKey caveat in mind and your chat reporting gets a lot cleaner. For the rest of the Chat Group fields, read how to modify an existing VICIdial Chat Group, and for the full inbound picture across email, chat, and voice see the VICIdial inbound email and chat guide. If you would rather have status groups and routing set up for you, our managed VICIdial plans come configured out of the box.