Status definitions

Case Statuses

A complete reference for every status that can appear on a Sonsoto case, and what it means for your next action.

---

Status Reference

Draft

What it means: You have opened a case but have not yet completed intake or submitted documents. Your action: Complete the intake questionnaire and upload the required documents to move the case forward. Who holds the case: You.

---

In Review

What it means: Sonsoto's AI agents are reviewing your submitted documents for completeness and validity. No action is needed. Your action: None. Review typically completes within a few hours, at most 1 business day. Who holds the case: AI review process.

---

Documents Requested

What it means: One or more required documents are missing, expired, in the wrong format, or insufficient for submission. Your action: Open the case, review the specific items listed, and upload the required documents. The case re-enters In Review automatically once you upload. Who holds the case: You — the case cannot progress until documents are provided.

---

In Progress

What it means: A Sonsoto operator has the case and is actively working on it — preparing submissions, coordinating with the authority, or managing a step in the process. Your action: None unless the operator messages you with a specific request. Monitor for updates. Who holds the case: Operator team.

---

Pending Authority

What it means: Your application has been submitted to the relevant authority (GDRFA, ICP, DLD, MoF, free zone, bank) and is awaiting their processing and decision. Your action: None. Sonsoto monitors authority status and will update you when there is a change. Who holds the case: External authority.

---

Action Required

What it means: The authority has come back with a specific request that requires your personal involvement — a signature on a form, an in-person appointment, a payment, or a decision only you can make. Your action: Check the case note for the exact action required and respond or act as instructed. Time-sensitive — delays in this status can cause applications to lapse. Who holds the case: You — temporarily until you complete the required action.

---

Completed

What it means: The service is fully delivered. Your license, visa stamp, title deed, bank account, TRC, or attested documents have been issued and are available in your vault. Your action: Download your documents from the vault. Note any follow-on actions flagged in the completion note (e.g., upcoming renewal date, linked next step). Who holds the case: Closed.

---

Blocked

What it means: The case cannot progress due to an external factor outside Sonsoto's control. The case note will explain what is blocking it. Your action: Review the blocking reason. If it is something you can resolve (e.g., a missing document from an overseas authority), take that action. If it requires Sonsoto intervention, contact your operator. Who holds the case: Varies — may be you, an external party, or an authority.

---

Cancelled

What it means: The case was closed without completion — either at your request or because the case was abandoned (no activity for an extended period). Your action: If you want to resume, start a new case. Documents already in your vault remain available. Who holds the case: Closed.

---

Status Flow Diagram

Draft
  └─→ In Review
        ├─→ Documents Requested ──→ (upload) ──→ In Review
        └─→ In Progress
              └─→ Pending Authority
                    ├─→ Action Required ──→ (action complete) ──→ Pending Authority / In Progress
                    ├─→ Completed
                    └─→ Blocked

---

Related Processes

• processes/case-tracking.md — Update frequency and timelines by status
• processes/intake.md — How a case moves from Draft to In Review
• processes/human-escalation.md — Operator involvement in In Progress and Action Required