Announcing dynamic content for Unified Agent Status

Announced on	Rollout starts	Rollout ends
January 31, 2023	January 31, 2023	January 31, 2023

We're excited to announce that Unified Agent Status now supports dynamic content.

What's changing?

When Unified Agent Status launched, custom agent statuses only supported plain strings. Now admins can localize custom agent status titles in the same way they localize ticket fields, views, macros, and more.

With this release, the titles of custom agent statuses can be populated with dynamic content placeholders, which are rendered in the agent's profile menu in their preferred language when a dynamic content variant is available.

Why is Zendesk making this change?

Global operations can be complex, and customer experience at scale often requires support for multiple languages. That means a lot of Zendesk users have agents from a variety of backgrounds and with different primary languages working in the same user interface. This change enables admins to provide custom agent statuses in the agent's chosen language.

What do I need to do?

To use this feature, you must enable omnichannel routing and meet all of the requirements. Additionally, custom unified agent statuses are only available on Professional and Enterprise plans.

If you want to localize your custom agent statuses, create a dynamic content item with variants for each language you want to support, and then replace the custom status's title with the dynamic content placeholder. See Translating custom agent statuses using dynamic content.