Keep the status separate from the reason
Use closed when the agency has finished the current request and has no scheduled work remaining. Use paused when there is a specific reason to wait and a defined condition for resuming. The disposition supplies that reason. Neither replaces a pipeline stage while normal quoting work is underway.
For each disposition, save the reason code, a dated evidence reference, the person who selected it, and the required next action. A paused record also needs a review date or a customer-requested return date. Avoid a generic follow-up-later bucket that becomes permanent storage for conversations nobody has read.
Use closed codes that describe an observed outcome
| Code and meaning | Evidence to record | Next action |
|---|---|---|
| C01 · Homeowner declined | The message declining this request | Close the request without inventing a reason for the decision. |
| C02 · Placed elsewhere | The homeowner says coverage was arranged elsewhere | Record that outcome; do not automatically label it a price loss. |
| C03 · Price reason stated | The homeowner explicitly identifies price as the reason | Save the relevant message or agency note. |
| C04 · Requested solution unavailable | The authorized reviewer's conclusion about this request | Record who reached the conclusion and close the unavailable path. |
| C05 · No further contact requested | The stop request and when it arrived | Follow the agency's suppression process; do not schedule a sales retry. |
| C06 · Contact or property mismatch | The verified mismatch, without unnecessary personal detail | Correct the record and route any separate qualification review appropriately. |
| C07 · Outreach attempt limit reached | The completed attempt history under the agency's process | Close for lack of response, without labeling it a homeowner rejection. |
Scroll across to read every column.
These suggested codes describe the conversation outcome. They do not automatically determine whether a lead qualifies for a billing adjustment.
Give every pause an exit condition
| Code and meaning | Evidence to record | Resume when |
|---|---|---|
| P01 · Homeowner requested a later date | The requested date or timing in the reply | That date arrives, subject to current contact preferences. |
| P02 · Waiting for one needed item | The named missing item and request date | The item arrives or the owner completes the scheduled review. |
| P03 · Waiting for an agency decision | The question, named reviewer, and review deadline | The reviewer supplies the decision. |
| P04 · Property details being clarified | The conflicting facts and the clarification requested | The relevant facts are confirmed. |
Scroll across to read every column.
A pause cannot stand in for an unread inbox. If nobody knows what is missing, read the thread before selecting P02. If an agency decision is pending, P03 must name the decision-maker rather than place responsibility on the homeowner.
Choose the reason the evidence supports
Consider three illustrative statements. We have already handled our insurance supports placed elsewhere, not price reason stated. Please check back after our move in November supports a pause with a requested timing note. We are staying where we are; stop emailing requires the no-further-contact process even though it also contains a decline.
When several reasons appear, prioritize the instruction that determines the next action. Keep secondary context in the note. If a producer believes price was the problem but the homeowner never said so, record that as an internal observation, not as confirmed customer evidence. Allow unresolved notes during review rather than forcing a false precision.
Agree on examples before rolling out the codes
Ask two team members to classify the same small set of fictional messages independently. Discuss disagreements by asking which words or records support the code. Revise definitions that require guesswork. This exercise tests whether the dictionary is usable before it becomes a reporting convention.
Give one person responsibility for maintaining the dictionary and its version date. Add a new code only when an existing definition genuinely fails to describe a recurring situation. A manager should be able to explain the difference between any two choices. Keep old code meanings available when a definition changes so historical notes remain understandable.
Use the downloadable codebook as a team reference
The CSV includes each suggested code, its state, the evidence required, and the action that follows. Adapt it in your agency's approved system; these are not proposed settings in a native Homefield disposition feature. Add agency-specific examples without putting actual homeowner messages in a widely shared training file.
On an individual record, a complete entry might read: Illustrative note: P03; reviewer Alex; awaiting confirmation that the requested property type fits the agency's available options; review due Tuesday; evidence is the internal request dated Monday. The next employee can see why the conversation stopped and who must move it forward. That clarity is the purpose of the code.