Understanding Zendesk Chat Availability Status Options
What are the different availability status options in Zendesk Chat?
Zendesk Chat offers three main availability status options: Online, Away, and Invisible.Onlinemeans you're available to answer chats.Awayindicates to other agents that you're not at your computer, but you can still handle chat requests.Invisibleallows you to be signed in without appearing online, meaning you won't receive chat requests if they're assigned to agents, but you can still see and accept them if they're broadcast to all agents. If all agents are invisible, the chat widget won't appear online to visitors.
For more details on how these statuses affect chat routing, you can refer to theoriginal Zendesk help article.
More related questions
How can I manually change my availability status in Zendesk Chat?
You can easily change your availability status directly from the Chat dashboard. To do this, simply click the drop-down menu located in the upper-left corner of the dashboard and select your desired status. This allows you to switch between being…
How do I set idle timeout preferences in Zendesk Chat?
You can configure your idle timeout preferences to automatically change your status when you're inactive. To set this up, go to the dashboard, selectSettings > Personal, and then theIdle timeouttab. Toggle the idle timeout toOnand…
Can I view other agents' online statuses in Zendesk Chat?
Yes, you can view the online statuses of other agents in your team. To do this, click onTeamin the left pane of your dashboard and then selectView all. This will open a window showing a list of agents currently signed in, their…
What happens if all agents are set to Invisible in Zendesk Chat?
If all agents are set to Invisible, the chat widget will not appear online to visitors, and chat triggers will not fire. This means that customers won't be able to initiate chats, as the system perceives no available agents. It's important to…
Why does my status change to Invisible even with Idle Timeout off?
If your status changes to Invisible despite having Idle Timeout set to off, it could be due to being logged in on multiple devices or windows. When one device or window becomes idle, it can affect your status across all logged-in instances. Ensure…
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