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Show agent availability with user statuses

Last Update: Oct 2024 • Est. Read Time: 2 MIN
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User statuses allow agents to let their teams know they are available. If routing is configured, statuses also determine whether or not an agent can be routed a conversation in their queue. Conversations can only be routed to agents currently set to available, ensuring a quicker response time and better support experience for your customers. User statuses also help organizations understand their capacity and the resources required to service customers on a day-to-day basis.

Who can access this feature?
User typesAdmins can access the Routing page. Agents can change their status from their profile menu.


In this article

How user statuses work

When an agent logs into Kustomer, they are offline. While offline, they can use Kustomer but won’t be routed conversations. 

When they change their status to Available, they start receiving conversations in their assigned queues. Conversations can only be routed to agents who are Available.

Users can change their status to unavailable and pause the routing of conversations at any time. If they change their status to Offline while logged into Kustomer, they will no longer be routed conversations. If configured, their open assigned conversations will be unassigned and returned to the queue.

There are four default user statuses available:

  • Available means the user is available for routed work.
  • Busy means the user is busy and will not be routed work.
  • Unavailable means the user is unavailable for routed work.
  • Offline means the user is offline and will not be routed work.

Create a custom unavailable status

You can create custom unavailable statuses that are unique to your organization.

To create a custom unavailable status: 

  1. Go to Settings> Platform > Routing.
  2. Go to the Statuses tab and select Add status
  3. Enter a name for the status. This is the name your users will see and will appear in the Team Pulse and Queue reports. You can add a description to help others managing Kustomer understand the expected usage.
  4. Select Create User Status. Custom statuses will appear at the bottom of the page.
  5. Use the toggle to turn a custom status on or off.

How users update their status

Users on a team with an activated routing profile can update their status and switch teams from directly within their profile menu. You can change your status anytime by selecting the status window here or from the status bar. Here, you can see all custom statuses, as well as an indicator that lets you know how long you have been in each status.

User statuses and Amazon Connect

If you integrate Amazon Connect into Kustomer and use it as your voice channel, you can sync user statuses so that users only need to make one update in Kustomer.

This will require you to create statuses in both Amazon Connect, and Kustomer before they can be linked on the Settings page.

For example, once statuses are linked, users who take a phone call will be placed in a Busy state, which means they are available but on a call. While in a Busy state they will not be routed any work from a Kustomer queue. For more information, see Sync Amazon Connect statuses to Kustomer.

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