Chat Status and Meeting Status in Your CRM
Knock writes a Chat Status and Meeting Status field to each lead record in your CRM. These fields reflect the current state of the lead's conversation or meeting flow, and update automatically 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 |
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 |
Rep Reply Needed | The lead was assigned to a rep, but the rep has not replied within two minutes. | Rep |
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 |
Notes on Chat Status
- Chat Owner reflects who is responsible for the lead at each stage: the AI agent handles early-stage and rejected leads; reps own active and qualified conversations.
- Save the Lead and Closed are set automatically based on inactivity thresholds (3 hours and 12 days, respectively).
- Rejected can be set by either a rep or the AI agent and is a terminal state that prevents further status transitions to Follow Up Needed or Closed.
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 | CRM Data Written |
New | The lead clicked a Knock Meeting link but has not yet taken further action. | Lead record saved |
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. | Reject Reason: Spam / Rejected By: AI — lead is filtered out of the Dashboard, accounts table, contacts table, and all reports |
Unqualified | The lead did not meet qualification criteria (e.g., routing rules, private email). | Reject Reason (routing / private email) / Rejected By: AI |
Qualified but Not Booked | The lead passed qualification but dropped off before completing the booking step. | Vendor may choose to create a new contact at this stage |
Meeting Booked | The lead successfully booked a meeting with a rep. | Meeting Time / Meeting Owner |
Meeting Cancelled | The booked meeting was cancelled. | Cancelled By: Rep or Cancelled By: Lead |
Notes on Meeting Status
- Spam leads are automatically excluded from all reporting views. No manual action is required.
- Unqualified records retain the rejection reason and source for audit and routing review purposes.
- Qualified but Not Booked is an actionable stage: vendors can use it to trigger follow-up sequences or create contact records for re-engagement.
- Meeting Booked requires both
Meeting TimeandMeeting Ownerto be mapped in your CRM field configuration for the data to be written. - Meeting Cancelled requires the
Cancelled Byfield to be mapped in order to distinguish rep-initiated versus lead-initiated cancellations.