Understanding Agent Availability (Web & Android)

Agent Availability helps you control when you want to receive new chats.

Sometimes agents step away for a break, are in a meeting, or have completed their shift. Earlier, chats could still get assigned to them. Now, with Agent Availability, the system checks whether an agent is Online before assigning a new conversation.

This helps avoid missed chats and improves response time.

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What Is Agent Availability?

Agent Availability lets every agent choose their working status:

• Online → Ready to receive new chats

• Offline → Do not assign new chats

When you mark yourself as Offline, the system understands that you are not available for new assignments.

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How Chat Assignment Works Now

1. Round Robin Distribution

If you are using round-robin assignment:

• The system will only assign chats to agents who are Online

• Offline agents are automatically skipped

• Distribution remains fair among active agents

This ensures that no chat goes to someone who is unavailable.

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2. Bot Assignments

If your bot is assigning chats:

• The bot will check agent availability

• It will skip Offline agents

• If the bot tries to assign a specific Offline agent, the system will show an error

This keeps automated workflows accurate.

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Are There Any Exceptions?

Yes. There are two special cases where availability is not restricted:

1. Excel Import

If chats are assigned through Excel upload, the system will not check availability.

2. Manual Agent Reply

If an agent manually replies to a conversation, the chat becomes associated with them — even if they are Offline.

These exceptions allow flexibility when needed.

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How Agent Availability Works on Android

Available on Android version v0.0.392 and above. Please update your app to use this feature.

Mark Yourself Online or Offline

You can change your availability inside the app anytime.

See Your Status Clearly

Your current status is visible in:

• The Home Screen Toolbar

• The Navigation Bar

So you always know whether you are Online or Offline.

Assign Chats Easily

When manually assigning chats:

• Only Online agents appear in the “Assign to" dropdown list

• This makes selection faster and avoids mistakes

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How Agent Availability Works on Web

On the Web platform, agents can also control and view their availability easily.

Mark Availability

Agents can switch between Online and Offline directly from the web interface.

Real-Time Visibility

Your availability status is clearly displayed, helping everyone stay aligned.

Smarter Assignments

On Web:

• Round-robin skips Offline agents

• Bot assignments respect availability

• Assigning a specific Offline agent will show an error

This ensures chats are only routed to active agents.

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Who Can Use This Feature?

Agent Availability is available on the Enterprise Plan.

If you are on the Pro Plan, you will need to upgrade to Enterprise to use this feature.

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Why This Feature Is Important

Agent Availability helps you:

• Avoid getting chats when you are unavailable

• Improve response time

• Prevent missed conversations

• Maintain fair distribution among active agents

• Reduce manual reassignment

In short, it makes chat assignment smarter and more reliable across both Web and Android.