Here you will find the step-by-step description on how to switch agent status and the description of the statuses to choose the appropriate one
Switch status
Agent panel without chats
To switch to
Online status, click Set online statusTo switch to
Paused status, click Set pause statusTo switch to
Offline status, click Set offline status
Agent panel with chats
Click on the status at the top of the agent panel
Select status, what you need
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When an agent logs out (i. e., closes the session), their status will be changed to Offline automatically and new chats will not be distributed to this agent. |
Status Description
Online
Switch to Online status, when you're ready to receive new chats.
An agent with an online status will see new messages and chats on the communication panel of the application and will be able to process them and send responses.
Paused
Switch to Paused status, if you want to take a break.
An agent with the offline status will see only previously received chats on the communication panel and will be able to process them and send responses. New chats are not distributed to paused users.
Offline
Switch to Offline status, when you have finished work.
An agent with the offline status will see only previously received chats on the communication panel and will be able to process them and send responses. New chats are not distributed to offline agents.