Creating custom unified agent statuses

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Verified AI summary ◀▼
Create custom unified agent statuses to manage availability across email, voice, and messaging channels. This feature allows you to define statuses that fit your team's workflow, with options to set availability for specific groups. Customize statuses to control agent presence and streamline omnichannel routing, ensuring that agents are available when needed and offline when not. This feature is available on Professional and Enterprise plans.






Location: Admin Center > Objects and rules > Omnichannel routing > Agent statuses




Note: This feature has the following plan restrictions:
Team and Growth don't support custom unified statuses.
Professional supports up to five custom unified statuses. For
customers who purchased individual plans for email, chat, and voice
support, each of your product subscriptions must be on Professional
plans or above to use this
feature.

Enterprise supports up to 100 custom unified statuses.



Unified agent status is part of omnichannel routing and allows agents to control
availability for email, voice, and messaging from a single menu. There are four default
agent statuses: online, away, transfers only, and offline, as well as a customizable
fallback status that's used when agents are
idle.
If you meet the requirements to use unified agent statuses and
are on a Professional or Enterprise plan, admins can also define custom unified statuses
to suit their workflows. When defining custom agent statuses, you can choose whether
it's available to all agents in your account or only select groups of agents.
To add a custom agent status

In Admin Center, click
Objects and rules in the sidebar, then select Omnichannel routing > Agent
statuses.
On the Agent statuses page, click Create agent status.

On the Create agent status page, configure the following:

Name: Give the new status a short, unique name. The name
can't exceed 100 characters. Dynamic content is supported if
you want the status to be displayed in the agent's local language.

Description: Optionally, give the new status a description
that helps you identify it.

Channel routing > Email: Define the agent's availability
for incoming email tickets (including web form, side
conversations, and API) when this custom status is active.

Channel routing > Talk: Define the agent’s availability for
incoming calls when this custom status is active.

Channel routing > Messaging: Define the agent's
availability for incoming Messaging conversations when this custom status is
active.

The Status section shows a preview of how your agent’s icons will
look depending on the selected status.


Under Groups, select one of the following options:

All groups: Makes the custom status available to all agents in your
account.

Only selected groups. Restricts access to only the groups you select
in the accompanying drop-down field.


Note: Custom statuses created prior to June 10, 2024 are available to all
groups unless an admin edits the status to restrict access by
group. After this date, admins must specify group accessibility for each status
they create.
If an agent is removed from a group while using a
restricted status, their idle and disconnect statuses fallback
to Offline rather than the configured idle and disconnect statuses.

When you are finished, click Create agent status.



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