Online / Away status
Agents can show whether they are Online or Away in the sidebar, next to the avatar. Being away affects new-chat rotation and, if configured, sends an automatic message to customers in chats assigned to them.
Changelog: v2026.8.5
What happens while away
| Behavior | Detail |
|---|---|
| Rotation | The agent stops receiving new chats in their teams |
| Pending reservations | Chats reserved for them in pending are released and redistributed |
| Automatic message | Optional — only for chats assigned to them, when the customer writes |
| Cooldown | At most 1 notice every 30 minutes per conversation |
Chats already with the agent (in_progress) are not transferred automatically. Work continues with them when they return.
How to go away
- In the sidebar, next to the avatar, click the Online / Away indicator
- In the modal:
- (Optional) enable Send automatic message to customers in my chats
- Edit the text or use the default message
- Confirm Go away
- To return, open the status and choose Go online
- Use Refresh in the modal to sync status from the server
Automatic message
- Sent only if the option is enabled for that away session
- Only in chats assigned to the away agent
- Internally tagged as an automatic away message
- If the customer sends several messages in a row, the notice is not repeated within 30 minutes on that chat — even if the agent goes online and away again in that window
Limitations
- Does not broadcast to all open chats when the pause is activated
- Does not cover customers in the queue without assignment to the agent
- On channels with a messaging window (e.g. official WhatsApp), delivery depends on channel rules