# Show agent availability with user statuses > User statuses provide a way for agents to let their teams know they are available. If Queues & Routing is configured, statuses also determine whether or not ... Source: https://help.kustomer.com/en_us/user-statuses-H1qvvNnD7 Last updated: 2026-05-26T18:05:54.848Z User statuses enable agents to inform their teams of their availability. 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 types** Admins can access the Routing page. Agents can change their status from their profile menu. ### In this article * [How user statuses work](#Work) * [Create a custom unavailable status](#Creating) * [How users update their status](#Update) * [User statuses and Amazon Connect](#Connect) ### How user statuses work When an agent logs into Kustomer, they are offline. While offline, they can use Kustomer, but won’t be routed any conversations.  When they change their status to Available, they start receiving conversations in their assigned queues. Conversations can only be routed to Available agents. **Note:** Agents must have both **Read/View** and **Update** [permissions](http://help.kustomer.com/best-practices-permission-sets-B1Gdh27gL) to Routing to change their user status. 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. They will not be routed work when in this status. * **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**![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/7a7333122c37c16cf3ecf8dbcf9d94f1.png)**\> 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 directly from 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, along with an indicator showing how long you have been in each status. ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/1317a1a8d0268b0d923ef6328c420dd1.png) **Note:** The Busy timer only tracks the time you are explicitly in the Busy status, not when you’re handling work at full capacity. ### 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](https://help.kustomer.com/en_us/sync-amazon-connect-statuses-to-kustomer-ryZWyq5dF). ### **Troubleshoot: Agent cannot change status from Offline** If an agent cannot change their status from ****Offline**** to ****Available**** or another status, verify that the agent has selected a team in their profile. The status selector is not available until the agent actively selects a team for their session, even if they belong to only one team. To select a team: 1. From the bottom-left corner of the Kustomer app, click the agent avatar. 2. Select the team from the __Team__ dropdown. 3. The status dropdown becomes available. Select the desired status. ### **Notifications during idle timeout** When a user's session times out due to inactivity, the system treats the user as logged out. This means: * ****In-app and desktop notifications**** stop. The user does not receive notifications for new assignments or mentions. * ****Email notifications**** continue if configured. Set the email notification preference to ****When logged out**** to receive email alerts when idle timeout occurs. To configure email notifications, go to ****Settings**** > ****Personal**** > ****Notification Preferences**** and set the email notification option to __When logged out__. ### Related articles * [Understand routing](https://help.kustomer.com/queues-routing-overview-ry92_wFOX) * [Create and configure queues](https://help.kustomer.com/configure-queues-BkCVqbJ9L) * [Team routing profiles](https://help.kustomer.com/routing-profiles-H1tz3ITv7)