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Representative Statuses Representative Status Representative Statuses Representative Statuses Representative Statuses Representative Statuses Representative Statuses Representative Statuses Representative Statuses Representative Statuses Representative Statuses Representative Statuses Representative Statuses Representative Statuses Representative Statuses Representative Statuses Representative Statuses Representative Statuses

Representative Statuses

Representative statuses allow representatives to set their availability and working status in the system. These statuses help customers and other team members understand when a representative is available and when they are not.

Available Statuses

1. Online

  • The representative is actively available and ready to receive new chats.
  • New chats can be assigned to this representative.
  • This is the default status when a representative logs into the system.

2. Be Right Back

  • The representative is temporarily away but will return soon.
  • New chats are not assigned to this representative.
  • Useful for short breaks or temporary unavailability.

3. Busy

  • The representative is currently busy with other tasks or chats.
  • New chats are not assigned to this representative.
  • Indicates the representative is working but not available for new conversations.

4. Offline

  • The representative is not available and not working.
  • New chats are not assigned to this representative.
  • This status is automatically set when a representative logs out.

How to Change Status

Representatives can change their status by:

  1. Clicking on their profile picture or status indicator in the top right corner
  2. Selecting the desired status from the dropdown menu
  3. The status change takes effect immediately

Status Impact on Chat Assignment

  • Online: Can receive new chat assignments
  • Be Right Back, Busy, Offline: Cannot receive new chat assignments

Benefits of Status Management

  • Clear Communication: Customers and team members know when representatives are available
  • Efficient Workload Distribution: Only available representatives receive new chats
  • Professional Service: Better customer experience with clear availability indicators
  • Team Coordination: Managers can see team availability at a glance

Best Practices

  • Always set your status to "Busy" when handling complex issues
  • Use "Be Right Back" for short breaks (lunch, restroom, etc.)
  • Set to "Offline" when ending your workday
  • Keep your status updated to reflect your actual availability

Representative statuses are an essential part of maintaining efficient customer service and team coordination within the Supsis platform.