Creating custom unified agent statuses

What's my plan?

Suite

Professional, Enterprise, or Enterprise Plus

Support

Professional or Enterprise

Quick Look: 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. All of your product subscriptions (Support, Chat, and Talk) must be on Professional plans or above to use this feature.
• Professional supports up to five custom unified statuses.
• Enterprise supports up to 100 custom unified statuses.

Unified agent status is part of omnichannel routing and allows agents to control availability for Support, Talk, 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

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

   

3. On the Create agent status page, configure the following:
   1. 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.
   2. Description: Optionally, give the new status a description that helps you identify it.
   3. 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.
   4. Channel routing > Talk: Define the agent’s availability for incoming Talk calls when this custom status is active.
   5. 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.

   

4. 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.
5. When you are finished, click Create agent status.