Create and modify custom agent status

note

Only Inbox admins can create and modify custom statuses.

In this article, you will learn:

  1. How to add custom status?
  2. How to modify/delete custom status?

Purpose of custom status

On the custom status settings screen, admins can create a custom status for your agents to suit your business operations.

  • With this, agents can set their status depending on this availability (from available to busy or other options).
  • Customizing your status also helps to provide visibility into what agents are doing on a day-to-day basis.
  • Handling high chat volumes and difficult customers while meeting goals can be tiring and stressful, custom status can provide flexibility through these situations.
  • Admins can decide the statuses that are beneficial for the agents to effectively handle chats.

For example: If the agent has decided to go for early lunch from 1-2 PM instead of 1.30 - 2.30 PM, 1-1.30 PM can be set as Lunch (custom status) by the agent so that the incoming tickets don't get auto assigned within those 30 minutes.


Follow the given steps to add/modify/delete custom status:

  • Open Inbox > Settings.
  • Search and select Custom status.

note

Available, Busy and Away are the default statuses that are present by default. These statuses cannot be modified/deleted.

1. Add custom status#

  1. Click +Add status.
  2. Add a new status label and select a behavior.
    • Away: New incoming tickets will be queued.
    • Busy: New incoming tickets will be missed.

  1. Click Add.
  2. The custom status will be visible along with the default agent status.

2. Edit/Delete custom status#

  1. Click the 3 dots (menu icon).
  2. Select Edit/Delete.

  1. Confirm the action.
  • 1. Add custom status
  • 2. Edit/Delete custom status