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When Should I Use This?
Use workflow state labels when you need to:
Show applicants friendlier status language in notifications and on the My Applications page.
Use terminology that better matches your program’s language without changing internal workflow states.
Adjust what applicants see for sensitive or operationally detailed states (example given: changing a FRAUD designation to NEEDS VERIFICATIONS for applicant-facing messaging).
Step-by-Step Instructions
Go to Manage Program and select Workflow States.
Review the list of editable states (only states within your specific program appear as editable).
Find the state you want to update.
In the right-hand input field next to that state name, edit the label text.
Repeat for any additional states you want to relabel.
If you want to keep a state’s default label, leave its input field blank (the platform will use the state name as the label).
Common Mistakes to Avoid
Expecting staff views to change. Case workers and reviewers continue to see the original workflow states in queues and application detail views.
Looking for states that aren’t part of your program. Only states used in your program will appear as editable in the STATE LABELS tab.
Leaving a field blank when you meant to rename it. A blank field keeps the default behavior (it uses the state name as the label).
Best Practices for FORWARD Direct Users
Use state labels to make applicant-facing status names clearer in notifications and on the My Applications page.
Treat state labels as public-facing labels that are intentionally decoupled from internal workflow state names (internal states remain staff-only).
Make sure a Process Admin completes and reviews these updates, since Process Admins define the public-facing labels for each application state.
If you don’t need a custom label for a state, leave the input blank to keep the default label behavior.
FAQ
Who can configure workflow state labels?
Process Admins can define public-facing labels for each application state in the STATE LABELS tab.
Where do applicants see these workflow state labels?
Applicants see the labels in their notifications and on the My Applications page.
Do custom state labels change what staff see in the system?
No. Case workers and reviewers continue to see the original workflow states in queues and application detail views.
What happens if I leave a state label blank?
If you leave the input field blank, the platform uses the state name as the label.
Can I edit labels for states that aren’t part of my program?
No. Only states within your specific program appear as editable in the STATE LABELS tab.