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Agent statuses help determine whether an agent is eligible to receive new conversations. They can be system-defined (default) or custom-defined by admins and are used in routing decisions throughout the platform.

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Creating and Managing Custom Statuses

Admins can add new statuses by specifying:
  • Name
  • Status Color
  • Availability Type (Available / Unavailable)
Note: Custom statuses can be edited and rearranged, but not deleted once created.

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Default Statuses

The following statuses are automatically created when a new account is set up:
StatusColorAvailability
Available🟢 GreenAvailable
Idle🟠 YellowUnavailable
Busy🔴 RedUnavailable
After Contact Work🔴 RedUnavailable
Away🟠 YellowUnavailable
Offline⚪ GrayUnavailable
  • These statuses can be edited (renamed) and reordered, but cannot be deleted.
  • The order of statuses impacts display priority in some interfaces.

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Configurations

Navigate to the Configurations tab to set automation rules:

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Default State on Login Events

  • Sign-in Status: Set the default status when agents log in.
  • Sign-out Status: Set the default status on logout.

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Idle Timeout Automation

Admins can configure auto-switching for agents who are idle:
  • Enable idle tracking
  • Define inactivity duration (in minutes)
  • Select the fallback status to switch to
Example: After 30 minutes of inactivity, status auto-switches from Available to Idle.

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Agent Options

Agents can manually update their current status from their profile menu (bottom-right of the screen). This allows them to reflect real-time availability like:
  • Switching to Busy during ongoing tasks
  • Returning to Available after breaks
  • Logging out with Offline
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