Skip to content
AurionAI

Set your status

3 min readBy Emmanuel Yazbeck

Who sees this: your status in the top bar — profiles Helpdesk and AI Voice + Helpdesk. Roles: Agent, Supervisor, Admin and Owner can change their status. Read-only users see the status but cannot change it, unless an additional role gives them the Set availability permission.

Your status tells your team whether you can take new work. It also decides whether automatic assignment sends you new conversations.

Prerequisites

  • Your organization uses the Helpdesk or AI Voice + Helpdesk profile.
  • Your base role is not Read-only, or you have the Set availability permission from an additional role.

Steps

  1. In the top bar, select your current status. It shows a colored dot or a small icon, and on a large screen the name of the status. If you never set a status, it is Offline.
  2. The list My Status opens. Select a status.

The My Status list open in the top bar, with the five statuses

The statuses

Every organization starts with these statuses:

  • Online: you are working and can take new conversations. By default, only this status receives conversations through automatic assignment.
  • Away: you are away for a short time. Automatic assignment does not send you new conversations. Your current conversations stay assigned to you.
  • Away (Reassigning): you are away and your conversations should not wait for you. When a customer writes in a conversation that is assigned to you, AurionAI assigns it to an available colleague. It picks a colleague from the same team when the conversation has a team. If no colleague is available, the conversation stays with you.
  • Offline: you are not working. Automatic assignment does not send you new conversations.
  • Do Not Disturb: you are working, but you do not want new conversations. Automatic assignment does not send you new conversations.

Your administrator can add other statuses for your organization. They appear in the same list. Read Agent availability and log.

Result

A confirmation message shows your new status, and the top bar shows it. Your administrators can see the status of every team member.

If something goes wrong

  • The status is not in the top bar. Your organization uses the AI Voice profile, or no statuses are set up for your organization. Ask your administrator.
  • Your status in the top bar does not open a menu. Your role cannot change a status. Read-only users cannot change their status, unless an additional role gives them the Set availability permission. Ask your administrator.
  • Your status changed, but you did not change it. An administrator can change the status of any team member. Ask your administrator. Read Agent availability and log.
  • You are Online, but you get no new conversations. Automatic assignment depends on the rules that your administrator sets up, for example your teams. Ask your administrator. Read Teams.

Still stuck? Submit a request or .