CRM Chat Status and Meeting Status
Knock provides a Chat Status and Meeting Status field that you can map to your CRM. Once mapped, these fields reflect the current state of the lead's conversation or meeting flow and update as the lead progresses.
This reference explains every possible value for each field, what triggers it, and who owns the lead at that stage.
Chat Status
Chat Status tracks where a lead is in the Knock chat conversation, from first click through to close or qualification.
Status | Description | Chat Owner | CRM Record Creation |
New | The lead clicked a Knock Chat link but has not yet sent a message. | AI Agent | |
Save the Lead | No activity was received from the lead within 3 hours of clicking the link. | AI Agent | |
Spam | The lead sent a message that was classified as spam | AI Agent | |
AI Discovery | The lead sent a message and began a conversation with the AI agent | AI Agent | Engaged - record is created when the lead reaches AI Discovery |
Rep Reply Needed | The lead was assigned to a rep, but the rep has not replied within two minutes. | Rep | Approved - record is created when the lead reaches Rep Reply Needed |
Rep Discovery | The rep has responded to the lead. | Rep | |
Follow Up Needed | The rep sent a message, but the lead has not replied within 12 hours. | Rep | |
Rejected | The lead was rejected by a human rep or by the AI agent. | AI Agent | |
Closed | The lead's last activity in chat was more than 12 days ago, and the status is not Qualified or Rejected. | Rep | |
Qualified | A deal was opened following the chat. | Rep |
Meeting Status
Meeting Status tracks where a lead is in the Knock meeting booking flow, from first click through to a booked or cancelled meeting.
Status | Description | Created in the CRM |
New | The lead clicked a Knock Meeting link but has not yet taken further action. | |
Save the Lead | No activity was received from the lead within 3 hours of clicking the link. | |
Spam | The lead submitted a fake or spam email address. | |
Unqualified | The lead did not meet qualification criteria (e.g., routing rules, private email). | |
Qualified but Not Booked | The lead passed qualification but dropped off before completing the booking step. | Record is created when the lead is qualified but has not yet selected availability |
Meeting Booked | The lead successfully booked a meeting with a rep. | |
Meeting Cancelled | The booked meeting was cancelled. |