You can setup the availability of a team or an agent in the console.
Agent availability
On the top-right of the console, you can see the availability button, next to the notifications and the user profile
Available
Unavailable
This action can only be done by the agent
If all agents of the team have the unavailable status, the chatbot will send the "closing time" message, even if it is in the working hours.
It is possible to create other mechanisms to deal with conversations being transferred to the console, such as, transferring to another team or create a different fallback message. To know more, contact your account manager
Team availability
As mentioned above, if all team members have the unavailable status, the team status will automatically update to unavailable.
It is also possible that any agent with an "Admin role" changes the team status
- Access the "Settings" menu
- Click on the "Teams" tab on top of the screen
- Change the status
Available for Premium & Entreprise subscriptions