Availability settings

Setting your office hours and availability settings

When you have a user account with the Operator role you need to make sure that the Virtual Agent is aware of your availability and office hours. This way, the Virtual Agent knows when to call you and when not.

Your profile menu

1. Click on your name to open your account menu

2. Click on Profile to open your profile settings

Now a popup is opened showing your profile settings including your name, profile picture and opening hours.

Profile

1. Click on your avatar place holder

2. Click on Upload from computer and select a picture for your avatar (preferably the same you are using for linkedin, facebook, etc)

3. Optionally click on the Time zone drop down can change your timezone

4. Optionally change your office hours

5. Click on Save

Now the Virtual Agent can show your avatar when you are online and knows when to notify you for escalated conversations.

But since you are not always available for chat even during your office hours, for instance when you are in a meeting or away from your desk, there is a way to change your availability within these office hours. This is called Operator status. Your Operator status can also be found in your profile menu.

Operator status

1. Click on your name in the upper right corner one more time

2. Click on Available for chat when you are available

When you want to set yourself to unavailable during office hours, you can choose to select Unavailable. If you only want to be disturbed by your colleagues (using Reassign) you can set your status to Invisible. This way visitors cannot see your presence.

Now you are setup for taking on live chat conversations.