The Status & Sub-Status Architecture

The platform uses a dual-layer tracking system to manage the lifecycle and audit trail of every client.

A. Main Statuses (Lifecycle & Visibility)

Controlled via the Status Dropdown in the Overview Tab. These determine which Dashboard List the client appears in.

B. Sub-Statuses (Action Audit Trail)

Automatically set by the "All Actions" workflow or System Events to track specific interactions.

• Here is a concise reference list using the sub‑status names visible in your screenshots, plus short descriptions inferred from the documented workflows.

  • Another Person Answered – Admin Reminder Sent
    Set by User in All Actions > No > Client Didn't Answer: A non‑client answered the client call scheduled by Admin; used to track that the admin‑level follow‑up step has been done.​

  • Another Person Answered – Email Sent
    Set by User in All Actions > No > Client Didn't Answer A follow‑up email has been sent to the client after someone else answered the phone; indicates phone contact failed but email contact is in progress.​

  • Change To Consultation Requested
    Set by User in All Actions > Yes > Change to Paid Consultation; The User has asked to switch from a full Direct Service/regular service to a paid consultation only (most likely because on reviewing the enquiry, the User feels that it is likely the client is seeking information, which the User is happy to oblige, but wants to get paid for it, so by switching to Paid Consultation, will be able to send an Offer Email of that type, inviting the client to a Paid Consultation on a specific date etc ​

  • Client Record Postponed
    Set by System when a lead is assigned, but the date scheduled for the client call is beyond 24 hours. This happens often when lead assigned late on Friday evening and the call is scheduled for Monday afternoon - the objective is to avoid the automated reminders/notifications that are sent when 24 hours has passed since assignment.​

  • Consultation Offer sent – Pending Client Response
    A Preliminary Email (service/fee/conditions) has been sent by Admin to the client and the next expected action is the client’s reply; system is effectively waiting for response.​

  • Meeting Confirmation Email Sent
    The User has sent the Offer Email to the client, specifying date and time of appointment; used to show that logistics are confirmed and the next step is the meeting itself.​

  • No Reply To Offer – Admin Reminder Sent
    Not sure - need to check this.​

  • No Reply To Offer – Professional Reminder Sent
    Client has not replied to any type of Offer Email and a reminder has been sent to the client to follow up; flags that the client has been nudged.​

  • Non‑Responsive – 24h Email Sent
    An initial “non‑responsive” follow‑up email has been sent roughly 24 hours after no reply; marks the first automated or semi‑automated chaser.​

  • Non‑Responsive – Admin Reminder Sent
    Client remains non‑responsive after earlier chasers and the admin has been reminded to review or decide whether to eliminate or change strategy.​

  • Offer Email Sent – Pending Reply
    A Direct Service or quotation email has been sent to the client and the system is now waiting for the client’s reply (feeds into the Direct Service follow‑up timings).​

  • On Recurring Payments
    The client is configured as a recurring service (e.g. monthly tax, accounting) and payments are expected/being tracked on a recurring basis.

  • Pending Anonymisation
    The record has met GDPR criteria for anonymisation (e.g. inactive for the configured period) and is queued to be anonymised but not yet processed.

  • Phone Out of Order – Admin Reminder Sent
    Phone contact has failed due to an invalid or unreachable number and admin has already been reminded to fix contact details or choose an alternative channel.​

  • Phone Out of Order – Email Sent
    After discovering the phone is out of order, an email has been sent to the client instead; indicates that email is now the active communication channel.​

  • Preparation – Pending User Review
    Preliminary email has been drafted and sent to User for review before being sent to the client - can be either a Paid Consultation or a Direct Service Offer Email. The client may edit the email/fees and then clicks 'Confirm' button at bottom of screen to indicate they are finished reviewing and appropriate notification sent to Admin to open and send email to the client.​

  • Requested Contact By Email
    Set by User: All Actions > Yes > Client Requested Email Contact - indicates that the Client has explicitly requested that contact be made by email (for preference or because phone is unreliable), and no telephone call may be scheduled. Requires Admin approval, and if agreed, status changed to 'Ongoing' so User can access email section. (This requires Admin authorisation since the lawyers would try to respond to almost all enquiries by email, and the outcome is poor)​