Engage Digital | Configuring presence statuses
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Agent configuration
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Teams
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Roles and permissions
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Presence statuses
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Agent capacity
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Channels
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Communities
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Messaging variables
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Messaging notification templates
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Messages
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Categories
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Channel groups
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Routing strategies
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Rules
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AI engine
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Custom fields & identity tags
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Reply assistant
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Email templates
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Account settings
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Security settings
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Business hours
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Notifications
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Audit log
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Extensions
As an administrator, you can add, edit, or delete the presence statuses available to agents. When you add a new presence status, it will be added to the list on the Presence statuses page. Agents in Routing mode will be able to see and use the new presence status right away.
Adding a presence status
1. Navigate to Users > Presence statuses via the left-hand navigation bar.
2. Click Add in the upper right-hand corner.
3. In the Name field, type your desired word or phrase.
4. Click Save.
You can edit or delete existing presence statuses via the Edit pencil icon or Delete trash can icon (respectively) that appears at the far right when you hover over the presence status.
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