Set the status for the work items records

[Debo8]

Can someone help me how can we set different values in the 'status' field for different actions in the Work items record.

For example: if the the chat agent clicks on 'end chat' I want the status to be 'closed complete' where as if the user cancels the chat in middle then set the status as 'Closed Abandoned'.

The interaction table records looks as per the standard but in the work items table currently the states are either accepted or cancelled. How can I implement to get the 'closed' states?

[davidburnerr]

For granular control over the "status" field, consider a workflow script. The script could access the interaction details and dynamically set the "status" field based on your specific requirements. This option offers the most flexibility, but requires some scripting knowledge.

[Debo8]

Thank you for the reply!!

but one doubt as there can be multiple work items for one interaction, in that case how do we set the state? Like how do we get the value 'closed abandoned' if the user closed the chat?