Chat Status Definitions

When you're logged into Zendesk Chat, you can set your status to any of the following:

• Online: You're available to answer chats. If you have already reached your maximum chat capacity (3 concurrent chats), you need to change your status to Invisible.

• Away: Means that you're away from your computer. You can still serve chat requests when your status is Away. It also shows your Away status to visitors (users/potential customers) and other Agents. At the moment, WE DO NOT USE this Status.

• Invisible: Let's you log into the Chat Dashboard but not be visible as online. You can still get incoming chat requests and serve chats if you're invisible. If all chat agents are Invisible, the widget will not appear online to visitors and Chat triggers will not fire.

*NOTE: The only instances you will be using Invisible, is when you have reached 3 chats, when taking your lunch or break, when ending your shift. For more information click here.*

You can change your status from the dashboard.

To manually change your status

• To change your status once you're already logged in, click the drop-down menu in the upper-left corner of the dashboard.

Viewing other agents' online statuses

You can see which other agents are logged into your dashboard and online by clicking View all under Team in the left panel of the dashboard.

The Agents Logged In window opens, which shows you a list of the agents currently logged, as well as whether they have admin privileges and how many chats they currently have.