Setting Your Availability Status

Your Status

When you’re logged into Pingstreams, you can set your status to any of the following:

• Available: means you’re available to answer chats that will be handed over to you
• Unavailable: means internally to other agents that you’re not on your shift. You can still join chat requests even if your status is Unavailable
• Inactive: means that you’re temporarily unavailable, e.g., for a quick break. If you have the Smart Assign feature set up, if one of the agents does not respond to X chats, their status automatically turns to ‘Inactive’

To Manually Change Your Status

To change your status once you’re already logged in, click the avatar image in the upper-left corner of the dashboard menu. You can simply switch your status from the dropdown menu.

Viewing Other Agents’ Online Statuses

You can see which other agents are available by going to Settings > Teammates & Groups.

Status Impact on Chat Assignment

Your availability status directly affects how chats are distributed:

Available Status

• You will receive new incoming chats based on your routing rules
• Automatic assignment systems will include you in the assignment pool
• You’ll receive notifications for new messages and chat assignments

Unavailable Status

• New chats won’t be automatically assigned to you
• You can still manually join conversations if needed
• Other team members will know you’re not currently taking new chats

Inactive Status

• Similar to Unavailable, but indicates a temporary status
• May be automatically set by Smart Assign if you don’t respond to multiple chat assignments
• Can be manually set for short breaks or temporary unavailability

Best Practices

• Set your status accurately to ensure proper chat distribution
• Use Unavailable when going off-shift or during scheduled breaks
• Use Inactive for short, temporary absences
• Communicate with your team about extended unavailability periods
• Check team status regularly to understand current capacity and workload distribution

Automatic Status Changes

With Smart Assign enabled, your status may change automatically:

• If you don’t respond to multiple chat assignments, your status may automatically change to Inactive
• This prevents new chats from being assigned to unresponsive agents
• You can manually change back to Available when ready to resume taking chats

For more information about Pingstreams and our customer engagement platform, visit Pingstreams.com 🚀