What Status Group Override does on an Email Group

When an agent finishes an email, they pick a Disposition to say what happened. By default those choices come from the campaign the agent is logged into. The Status Group Override field on an email group lets you swap that whole set out for a different one, just for emails that arrive through this group.

This matters when email work needs its own outcomes. A voice Campaign might want SALE, CALLBK, and NI, but an inbound support inbox might want answers like ANSWERED, ESCALATED, or SPAM. Instead of cluttering the campaign with statuses that only make sense for email, you build a status group for email and point the email group at it.

What it replaces and what it keeps

Leave Status Group Override unset and the agent sees the campaign statuses, same as a call. Set it, and the statuses defined in that group are shown instead for any email handled by an agent coming from this in-group.

There is one thing it does not touch: System Statuses. Those are the built-in outcomes VICIdial always needs, and they show up no matter what you set here. So your override changes the human-facing list of dispositions while the system-level ones stay in place.

How the choice flows

When an email lands on an agent, VICIdial checks the email group for an override before it builds the disposition list:

flowchart TD
  A["Agent finishes an email"] --> B{"Status Group Override set"}
  B -->|no| C["Show campaign statuses"]
  B -->|yes| D["Show override group statuses"]
  C --> E["System Statuses always added"]
  D --> E
  E --> F["Agent picks a disposition"]

Because System Statuses ride along in both branches, the agent never loses access to the outcomes VICIdial requires. The override only reshapes the custom part of the list.

When to reach for it

• Your email queue needs outcomes that would not make sense on a phone campaign.
• You run several email groups and want each one to report on different dispositions.
• You want a clean campaign disposition list and would rather not add email-only statuses to it.

Keep in mind the override is set per email group, so an Agent who handles both phone calls and emails will see the campaign list on calls and the override list on emails. That is usually what you want, since the work is different. If you assign the same group to a closing queue, the Closer working it gets the same email-specific statuses.

Setting it up is quick. Build a status group with the outcomes you want for email, then open the email group, find the Status Group Override field, and select that group. Save, and the change takes effect on the next email an agent handles from this in-group. There is no migration to run and nothing to restart. If you decide later it was a mistake, clear the field and the email group falls back to campaign statuses again, so it is safe to try.

One subtle benefit is cleaner reporting. When email outcomes live in their own status group, your campaign reports stay focused on call results and your email reports stay focused on email results. Mixing the two on a single campaign tends to make every report harder to read, especially once you are running several queues at once. Splitting them with an override keeps each channel's numbers honest.

Status Group Override pairs naturally with how you route the work in the first place, which is covered in next agent email routing. For the broader setup of email queues alongside calls, see the inbound email and chat guide. If you would rather not stand up parsers and status groups by hand, our pricing page covers managed VICIdial hosting where the box is ready in under 40 seconds.