Automatic Away Mode

Set inactivity thresholds that automatically change an agent's Live Chat status to Away or Away & Reassign.

Inactivity means the agent meets one of these conditions:

• Closes all Live Chat tabs or browser windows for the current workspace.
• Minimizes all Live Chat tabs or browser windows for the current workspace.
• Puts their computer in sleep mode or goes offline.

Open Automatic away mode

1. Go to Preferences.
2. Open the INBOX SETTINGS dropdown menu.
3. Select Automatic away mode.

By default, both automatic away toggles are disabled:

Configure automatic status changes

Enable one or both toggles, then enter the inactivity duration in minutes.

1. Change agent's status to Away after a period of inactivity

   Enable this toggle to change the agent's status to Away after the configured inactivity period. When the agent is online, the status dropdown displays Automatic away in {minutes} min under Online.

   For example, if you enable this toggle and set it to 1 minute, the dropdown displays Automatic away in 1 min. After 1 minute of inactivity, the system changes the agent's status to Away.

   

2. Change agent's status to Away & Reassign after a period of inactivity

   Enable this toggle to change the agent's status to Away and reassign ongoing conversations to other available agents after the configured inactivity period. When the agent is online, the status dropdown displays Automatic away & reassign in {minutes} min under Online.

   For example, if you enable this toggle and set it to 30 minutes, the dropdown displays Automatic away & reassign in 30 min. After 30 minutes of inactivity, the system changes the agent's status to Away and transfers their active conversations to other agents.

   

To learn more about agent status indicators, see Agent Status.