AI Lead Nurture status labels in Presence® CRM

Mar 6, 2026
Knowledge

Title

AI Lead Nurture status labels in Presence® CRM

URL Name

AI-Lead-Nurture-status-labels-in-Presence-CRM

Answer

AI Lead Nurture status labels in Presence® CRM

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

Overview

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

For a full guide to AI Lead Nurture, see [What is AI Lead Nurture in Presence®?].

Status label reference

Status	What it means
⚪️ 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

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.

Concluded — reason codes

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

Reason	What it means
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

FAQs

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.