3. Defining Statuses (& Actions) - Shape Software - Automate your business!

Step 2: Defining Statuses (& Actions)

System Customization/Configuration: Defining Statuses (& Actions - If Applicable)

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What Are Statuses?

Statuses are a way to track your records and move them through your pipeline. Knowing these elements is central to cohesion amongst your staff. Statuses are an integral part of Shape as they drive automation processes.

What are Actions?

Actions are essentially sub-statuses that reps must take in order to change statuses. Not ever system utilizes the action/status structure. However, for larger enterprise level organizations, the action/status structure is common as it is a way to control reps at the user level. Actions can be filtered to a certain list depending on which status the record is currently in. Actions change statuses via Trigger Automation. Beyond status changes, actions (and statuses) can have productivity triggers associated with them as well, such as calendar events, notes, automated emails or text messages, etc.

Actions That Drive Statuses: In the example above, action statuses drive statuses. This limits the user to taking action in order to change the status, you may notice in the image that status is viewable, but disabled for regular users. This structure gives management more control over reps actions and less access to regular users to skip steps and force leads through the pipeline.
Statuses Only: In the example above, there are no actions that drive statuses. Users are able to change the status as they update records, giving them more control over moving records through the pipeline. This is a more streamlined way of organizing your records as all users can directly edit the status.

How to Use & Manage Statuses in Shape

Shape is unique in that it allows a single record to have multiple statuses. For example, a record may have a “Sales” status and a different “Billing” status. A use case of this would be having a sales status of “Contract Signed” and a billing status of “Down Payment Received.” Statuses in Shape are key to a number of automated actions throughout the system.

Managing Statuses and Actions: In the top navigation, navigate to your settings pages. On the settings pages left-hand sidebar, click “Manage Statuses.” There, you should see your list of statuses (and actions, if applicable) in the system. Applying Statuses & Actions to Record Types: In the example above, Statuses & Actions apply to all record types in this education system, but the Academic, Financial, and Admissions statuses only apply to applications and Students. This is because Leads have not engaged far enough into the process to assume an Academic, Financial, and Admissions status.
Using Statuses: In this LEAD, there is only a single status in the status dropdown. If this were an APPLICATION or STUDENT, then it would have additional dropdowns of Academic, Financial, and Admissions statuses here. The statuses are disabled from changing for regular users because they must take action on the record in order to drive the status changes.
Using Actions: The dropdown to the right is the actions dropdown. In this structure, regular users must take an action in order to change the status. These actions can be filtered to only show certain options depending on the current status. Managers, Directors, and Admins can change the status directly without the need to take an action first.
Applying Statuses & Actions to Record Types: In this APPLICATION record type, there are multiple statuses to track because the Academic, Financial, and Admissions statuses are applied to APPLICATIONS and STUDENTS. You do not see these in the image above because these statuses are not applied to the LEADS record type.
No Actions: Here is an example of this view in a system without Actions. Instead of an “Actions” Dropdown that drives status, there is no need to have a secondary sub status of actions. Instead, there is a “Convert” button that allows the user to manually convert the record to other record types if needed. This can also be disabled for regular users.

Managing Status (& Action) Lists

Within the status list, you can make adjustments as necessary by adding, editing, deleting, and re-organizing your statuses.

Re-Organizing Statuses: Within the status list, you can re-organize your statuses by dragging list items around using the left-hand icon.
Editing & Deleting Statuses: Within the status list, you can edit and delete statuses by using the edit and trash icons on the right hand side
Filtering Sub-Statuses: Within the status list, you can choose which sub-statuses (such as actions) are available to reps when the record is in that status by using the filter icon on the right-hand side.
Adding Statuses: Within the status list, you can add statuses by using the “Add Status” button below the list.
Statuses & Departments: Determine which departments this status list will apply to. Assigning a list to a department is optional, if none selected, this list will apply to all departments. All users in any department will be able to view the different statuses assigned to a record. However, only users in the particular department(s) assigned to that status list can change/edit the status.
Statuses & Record Types: Determine which record type this status list will apply to. Assigning a list to a record type is optional, if none selected, this list will apply to all record types. If the status list is assigned to a particular record type, the status list dropdown will automatically show that status list as status selection options for that record type. Status lists that are not selected for certain record types will not show or be applied to those record types.

Frequently Asked Questions

Yes! You can change the actions and statuses whenever you want via the “Manage Statuses” settings page. Both actions and statuses are found here.

Yes! You can select which actions fall under the status statuses via the “Manage Statuses” settings page by using the “Filter” icon and using the multi-select field to choose which actions fall under the edited status.

Yes! You can select which record types have that status list via the “Manage Statuses” settings page.

Yes! All departments will have the ability to VIEW all of the statuses. However, if you do not want a particular department to EDIT the statuses, then de-select them from the departments field in the status list via the “Manage Statuses” settings page.

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Getting Started Index

Step 1: Understanding Record Types
Step 2: Department Workflows & Fields
Step 3: Defining Statuses & Actions
Step 4: Trigger Automation
Step 5: Creating Drip Campaigns
Step 6: Integrating With Lead Providers
Step 7: Duplicate Management Rules
Step 8: Distribution Rules
Step 9: Prioritization Rules
Step 10: Phone Configuration