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1. Introduction

Definition

Client statuses are system indicators that show the connection state between a subscriber and the bot/communication channel in Leeloo.ai. They are displayed in the Client's Card and in chats, determine whether the platform can send messages to the subscriber, and are used at the Manage stage of the customer lifecycle. There are 5 statuses in total: Active, Stopped, Unsubscribed, Stopped by User, Connection Lost.

The status does not exist on its own — it depends on the subscriber's behavior in the messenger, the manager's actions, and the state of the communication channel. Any of these events automatically switches the status and changes the message-sending rules: tunnels, Smart Sender broadcasts, and automated replies all check the status before delivering content.

The B2B operator (manager or administrator) sees each client's status in the Client's Card and in the chat list: a colored indicator instantly shows whether the subscriber is active. The operator can manually switch the status Active ↔ Stopped — for example, to temporarily "mute" a client or return them to the funnel.

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The B2C client (subscriber) does not see their status in the system directly but controls it through their actions in the messenger: the command /unsubscribe in the chat with the bot → the status becomes Stopped by User; blocking the bot in the messenger → Unsubscribed. For the subscriber, the status is their contract with the brand: receive messages or not.

In the Client's Card the status is stored as a centralized field: all platform modules (Sales Tunnels, Chats, Smart Sender, AI Support, Audience) read it before performing any action with the subscriber. Any status change is logged in the client's history along with the source of the event (operator, messenger, the subscriber themselves, channel deletion).

After reading you will understand:

• what a client status is and where it is displayed in the platform;

• which 5 system statuses exist and how they differ in color and logic;

• which events switch the status automatically and which require operator action;

• why all statuses except Active block message delivery;

• how to temporarily disable the bot's automated replies in a specific chat via the "Bot Messages" button.

Purpose

Client statuses are a unified message-delivery contract between the subscriber, the messenger, and the platform. They guarantee that the business does not send content to those who do not want to receive it, and at the same time give the operator a control point for the activity of the base. The specific function of statuses depends on the customer lifecycle stage.

Manage — the manager sees each client's status and decides whom to deliver messages to next and whom to exclude from communication. Through the Stopped status they can temporarily "turn off" a problematic subscriber, and through Active — bring them back into the active base. The job is to manage base quality and not burn the bot's reputation in the messengers.

Engage — the status determines whether the next tunnel message or Smart Sender broadcast will reach the subscriber. Only clients with the Active status receive introductory content, warm-up messages, and invitations to consultations. The job is to maintain a correct audience for active communications and not waste messenger limits on those who have unsubscribed.

2. Description of Statuses

The status is displayed in the Client's Card and in the chat list as a colored indicator. Below is a description of each of the 5 system statuses: what it means, which event triggers it, what color the indicator is, and whether it can be manually switched back.

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2.1. Active

Active — the default subscriber status. Indicates that the client is correctly connected to the communication channel, the bot can write to them, and the subscriber receives all automatic messages from tunnels, Smart Sender broadcasts, and automated replies. Indicator color — green. This is the only status under which message sending is allowed.

The Active status is assigned automatically on the client's first subscription through any LGT (Mini Landing, Widget, QR Code, Pop-up, Form, FB Ad, Subscribe Button, Smart Response). The operator can manually switch Stopped → Active to return the client to active communication.

2.2. Stopped

Stopped — the client has been unsubscribed by a company employee. In this status the subscriber stops receiving messages from all subscribed tunnels and automated Smart Sender messages. Indicator color — orange.

The status is set manually by the operator — for example, on a client complaint, an erroneous subscription, or a temporary communication pause. It can be switched back to Active at any moment — the client will resume receiving messages from the current tunnel step.

2.3. Unsubscribed

Unsubscribed — the messenger has blocked the bot from writing to the client, or the client has added the bot to their blacklist on the messenger's side. Indicator color — gray.

The status comes from the messenger side (Telegram, Facebook, Instagram, WhatsApp, Viber) via a webhook about delivery failure. Returning to Active from this status is not possible for the operator — the subscriber must unblock the bot in the messenger themselves, and then the status will update automatically.

2.4. Stopped by User

Stopped by User — the client has unsubscribed personally by sending the bot the /unsubscribe command in the chat. Indicator color — red.

To subscribe again, the client must send the bot the /subscribe command themselves. The operator cannot manually re-subscribe a user — this is an explicit voluntary action of the subscriber, and the platform respects their choice to avoid violating messenger policies.

2.5. Connection Lost

Connection Lost — the status is assigned to clients who were subscribed to a channel (bot) that was deleted from the system. Indicator color — gray, the same as for Unsubscribed.

The status is set automatically when a communication channel is disconnected in the platform. Restoring message delivery is only possible by reconnecting the same bot to the account and re-subscribing the clients (see the instruction on transferring the subscriber base).

3. Bot Messages — enabling and disabling in a chat

In addition to client statuses, in each specific chat the operator can temporarily disable the bot's automated replies (Smart Replies and FAQ) while leading the dialog themselves. To do so, in the top panel of the chat, click the "Bot Messages" button. By default, automated replies are enabled, so the "Bot Enabled" mode is initially active.

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After disabling, the bot's status changes from "Active" to "Stopped in this chat" — this mode applies only to the current chat and does not affect the subscriber's overall status. The manager leads the dialog manually, while Smart Replies and FAQ automated replies do not fire until the operator turns the bot back on.

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Related Instructions

Key Terms