How do I use my status?

Goal

You know which statuses are available in the Mobile Service Cloud and how you can use them.

Who can it help?

- Manager
- End user

How to use my status

Different statuses are available in the Mobile Service Cloud depending on whether you're connected to specific workload flows and channels. For example, you can't set yourself to online if you're not connected to any live channels like Whatsapp and Live chat.

Overview statuses:
- Away
- Offline
- Online
- Service hours
- Busy (on the phone)
- Busy (max waiting instant conversations reached)
- Busy (max instant conversations reached)

Below you'll find an explanation of each status and when you can use it.

Away

The Away status means you are unavailable for all conversations by default.

*Exceptions:

• User is a webstore owner, if everyone has the Away status conversations will always route to the webstore owner.
• Conversation is manually forwarded to the user with the Away status.

Offline

The Offline status means the agent is available for non instant conversations(email, contactform, non-instant messaging channels), but unavailable for all instant conversations.

Online

The Online status means the agent is available for both instant and non-instant conversations.

Service hours

The Service hours status means the agent will automatically have the Online status during the set service hours in the Service hours template selected. After the set time, the users status will automatically be treated the same as the Offline status.

Busy (On the phone)

When the user has this status they will be available only for non-instant conversations until the end of their phone call. This has been implemented in order to prevent users from chatting with a customer while also handling a phone call.

When the feature "PhoneBusyStatus" is active and the user answers a phone call, this status will be automatically assigned. It will revert to the last known status upon ending the phone call.

Busy (Max waiting instant conversations reached)

Every user has a maximum amount of waiting instant conversations set in their user settings, when the maximum is reached the user will automatically be assigned this status making them unavailable for receiving any further instant conversations.

Busy (Max instant conversations reached)

Every user has a maximum amount of instant conversations set in their user settings, when the maximum is reached the user will automatically be assigned this status making them unavailable for receiving any further instant conversations.

Video

Below you can find a video how to use your status in the Mobile Service Cloud.