Question
Why did my Chat status automatically change from online to invisible?
Answer
Below are the possible reasons why your status automatically changes from online to invisible.
- Operating hours have ended
When your operating hours have ended, the agents on your account are automatically set as invisible. For more information about operating hours, see the article: Creating a schedule with operating hours (Professional and Enterprise). - Idle timeout
Idle timeout automatically sets your Chat availability when you are away from your computer. For more information about idle timeout, see the article: Configuring your chat availability settings. - Multiple failed assigned chats
Your availability is set to invisible when you reach the failed number of assigned chats and the automatic idle settings are enabled. For more information about the automatic idle settings, see the article: Setting up chat routing.
2 Comments
Hello Mark!
If we are using the Agent Workspace, how would we adjust the Idle Timeout? It is no longer under the Personal settings in Chat.
Hello Benji,
Unfortunately Idle timeout is not available for use on Agent workspaces, a known product limitation at this time. To continue its use, you would need to disable the workspace, which would once again present the idle timeout setting for you: https://support.zendesk.com/hc/en-us/articles/360024582994-Enabling-and-disabling-the-Zendesk-Agent-Workspace
Beau | Customer Advocate | support@zendesk.com
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