Agent Availability
Set your status and manage online presence.
Agent availability controls whether you receive new conversations and appear as online to visitors.
Status options
| Status | Meaning |
|---|---|
| Available | You can receive new conversations and are shown as online |
| Busy | You are logged in but not taking new conversations |
| Away | You are temporarily offline; conversations go to the queue |
| Offline | Fully signed out |
Changing your status
Click your avatar in the bottom-left of the sidebar, then choose a status from the dropdown. The change is instant.
When you set yourself to Busy or Away, new conversations are not auto-assigned to you. They remain in the unassigned queue or are routed to other available agents.
Automatic away
If you close the browser tab or have no activity for a configurable period, Kerabie can automatically set you to Away.
Admins configure this timeout under Settings → General → Auto-away after.
Online indicator in the widget
If at least one agent in your workspace is Available, the widget shows a green indicator to visitors. When no agents are available, the indicator turns grey and the widget falls back to offline mode (collecting an email for async replies).
Configure offline mode messaging under Settings → Chat Widget → Offline mode.
Availability and round-robin
When a conversation is assigned to a team using round-robin, only agents who are Available are eligible to receive it. Agents set to Busy or Away are skipped until they return to Available.
Agent schedule (Pro)
On Pro and above, admins can set working hours per agent under Settings → Agents → [agent] → Schedule. Outside those hours the agent is automatically set to Away even if they're logged in.