What do the AI Lead Nurture status labels mean?

What each AI Lead Nurture status means and when it appears on a contact profile.

Important: AI Lead Nurture is included on the Scale and All In plans, and it's available as an add-on for Launch and Brand plan customers.

Note: This feature is available on both desktop and the Luxury Presence Mobile App.

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Overview

Every contact with AI Lead Nurture enabled shows a status label indicating where the conversation with Alex, your AI Lead Nurture Specialist, currently stands. Status labels appear on the contact profile and in the contacts list.

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Status label reference

• ⚪️ Inactive — Alex cannot initiate a conversation. The lead has no phone number, an invalid or unsupported number (landline, VoIP, international), was imported without a phone number, or opted out of SMS at the time of lead capture. When the reason is known, an inactive reason will display on the contact profile.
• 🌱 Outreach — Alex is actively nurturing the lead via SMS. The lead has not yet responded.
• 💬 Responded — The lead has engaged with Alex. Alex is working to qualify them and collect key details. The lead may also be tagged "Needs Follow-Up" during this stage.
• 📅 Appointment Requested — The lead requested follow-up at a specific time.
• 📞 Already Connected — The lead indicated they have already spoken with the agent or team.
• 🤝 Handed Off — The lead has been handed off to an agent without a specific time slot.
• ⌛️ Concluded — Alex has stopped messaging this lead. See conclusion reasons below.
• 🤫 Ended by You — You manually muted Alex for this lead. Alex will not send further messages.
• 🛑 Unsubscribed — The lead sent "STOP" to Alex and has opted out of all SMS messages.

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Inactive reason codes

When a lead shows an Inactive status, an inactive reason may appear on the contact profile explaining why Alex cannot message them. This reason is not always available — it only displays when the system has enough information to identify the specific cause.

Common inactive reasons include:

• Imported lead
• No phone number
• Foreign phone number
• Invalid phone number
• Landline phone number
• VoIP phone number
• Opted out of SMS on lead capture form
• Blocked for security reasons

Note: If no inactive reason appears, the lead is still inactive — the system simply doesn't have enough information to display a specific cause.

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Concluded — reason codes

When a conversation reaches Concluded status, one of the following reasons is assigned:

• Has an agent — Lead mentioned they are working with another agent
• Not interested — Lead said they're not interested but did not specifically unsubscribe
• Already connected — Lead mentioned they are already speaking with someone on the team
• Spam — AI determined the lead is spam
• Non-responsive — Lead did not respond after 12 months of follow-up messages
• Unqualified — Lead does not fit any of the other concluded reasons

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FAQs

Which plans include AI Lead Nurture?

AI Lead Nurture is included on the Scale and All In plans, and it's available as an add-on for Launch and Brand plan customers.

Can I see AI Lead Nurture status labels on the mobile app?

Yes. AI Lead Nurture status labels are available on both desktop and the Luxury Presence Mobile App.

Can a concluded conversation be restarted?

Yes — but only if the lead re-engages by submitting a new inquiry or form on your website. Alex cannot be manually restarted for a concluded conversation.

What's the difference between "Ended by You" and "Unsubscribed"?

"Ended by You" means you manually muted Alex for that lead — the lead can still receive other communications. "Unsubscribed" means the lead sent "STOP" and has opted out of all SMS from Alex.

What's the difference between "Handed Off" and "Appointment Requested"?

"Appointment Requested" means the lead asked for follow-up at a specific time. "Handed Off" means the lead is ready for agent contact but without a specific scheduled time.

Why is a lead showing as Inactive?

Inactive means Alex cannot contact the lead. Common reasons include no phone number on file, an invalid or unsupported number type (landline, VoIP, international), or the lead opted out of SMS at the time of capture. Check the contact's phone number in their profile. If an inactive reason is displayed on the contact profile, it will tell you the specific cause.

How do I contact Luxury Presence support about AI Lead Nurture status labels?

If you have a question about a status label that isn't covered here, you can contact our support team:

• Live chat via the Presence® Platform (fastest)
• Email: support@luxurypresence.com
• Phone: 310-955-1077, option 2 (Monday–Friday, 6:00 AM–6:00 PM PT)