The Administrator can set a list of Sub Statuses, namely secondary states that can be used by the Agent to mark:
- a message which has been sent (in this case the sub-status is automatically removed anytime the email has been replied by the customer)
![](https://helpdesk.xcallyusa.com/wp-content/uploads/2022/03/Schermata-2018-08-07-alle-11.46.20.png)
- a message which has been received and needs to be highlighted
![](https://helpdesk.xcallyusa.com/wp-content/uploads/2022/03/Schermata-2020-05-12-alle-14.39.48.png)
You’ll find a default sub status (Pending) already available on your system, but in this Section you can add as many as you need.
Just click on Email Sub Status:
![](https://helpdesk.xcallyusa.com/wp-content/uploads/2022/03/Schermata-2020-05-12-alle-14.05.13.png)
click on the sign at the bottom right:
![](https://helpdesk.xcallyusa.com/wp-content/uploads/2022/03/Schermata-2020-05-12-alle-14.05.02-1024x599.png)
and give this new sub status a name (and eventually a description):
![](https://helpdesk.xcallyusa.com/wp-content/uploads/2022/03/Schermata-2020-05-12-alle-14.54.10-1024x507.png)
From this moment, this sub status will appear in the list of those available and your Agents will be able to use them.