The agents can set their availability status from the Agent Console. This status defines whether to routed incoming chats to the agent or not.

Set your availability status by using the drop-down menu at the top right of the Agent Console.

agent status

The availability statuses are:

  • Online - you can monitor visitors browsing on your website, and receive incoming chats
  • Back in 5 - you can monitor browsing visitors on the website, but only receive chats that were transferred directly to you 
  • Away - you can monitor visitors" browsing on the website, but not receive any chats

emptyStringNOTE: If you change your statuses from Online to Back in 5 / Away,  you will still receive chats that entered the queue while your status was Online. The chats that entered the queue after you changed the status will not be routed to you.