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If you're an Admin in Freshchat, you can create custom statuses for your Agents using the Agent Status feature.

Agent Status enables agents to update their real-time availability as status and it allows Admins to better understand how each agent spends their time daily.

For example, custom agent statuses can be 'In a Meeting', 'Away for Coffee Break', or 'On a Call'.

Freshchat comes with two default Agent statuses,

  • Active on IntelliAssign

  • Unavailable

A quick guide to setting up Agent Status in your account:

  • To setup Agent Status, go to Admin > Agent Status

  • To enable new agent statuses, click ‘New Status’.

Note: As an admin, you can toggle the agent status feature as disabled/enabled. Agents can only use the default statuses when keeping them disabled.

  •  Give a name to the custom status and select an Emoji. Click Create. 

  • The agent status created can be edited or deleted by clicking on the edit or delete icon.

How can agents update their status:

  • Agents can update their status by clicking on their profile at the top right corner of the screen and selecting the respective status from the dropdown.

  • Agents can see their current status next to their profile picture at the top right corner.

  • Agents will receive a notification when they change their status.

Important points to note:

  • This feature is not available for Omnichannel yet 

  • The two default statuses cannot be edited or deleted

  • You can create a maximum of 25 agent statuses

  • Any Agent Status other than ‘Active on Intelliassign’ will be considered as ‘Inactive’ for the IntelliAssign chat assignment

  • Once the agent chooses a status, it will remain the same until the agent changes it

  • Reports such as Agent Status data can be obtained using Extract API or webhooks

  • Refer to the attached file to understand how you can use webhooks and Extract APIs to generate reports on agent status