Change your availability status in Chats
If you reply to customer chats in messengers and belong to an agent group, you can pause and resume automatic chat assignments yourself by changing your availability status. Switch to Away when you step away from work, for example, for lunch, a meeting, or at the end of your shift. New chats will go to other available group members or wait in the queue.
Your status affects only new chats assigned automatically. Your existing chats stay assigned to you, and another team member can still assign a chat to you manually. If you don't belong to any group, your status doesn't change how chats reach you — the system does not auto-assign chats to agents outside groups.
Let’s talk about what each status means and how to switch between them.
To switch your status, go to the Chats section, click the button next to Start chat, and choose a status:
| Online | You receive new chats within your limit. |
| Away | You don't receive new chats. Auto-assignment skips you until you switch back to Online, but your current chats stay with you. |
When you're Away, the chat window dims, and a Work paused banner with a timer reminds you to come back. To start receiving chats again, click Continue in the banner or switch your status to Online.
Last Updated: 28.08.2026
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