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Your Availability

Your availability tells Kazenly whether you are ready for new conversations. Set it in Account Settings → Status on app.kazenly.com.

This is separate from the header Live / Offline connection indicator (Live vs Offline) and separate from header notifications (not shown).

Full modal walkthrough: Account Settings (Inbox) (article 1.5). This article focuses on why status matters for routing and queues.

How to Change Status​

  1. Click your avatar (header or sidebar bottom)
  2. Choose Account Settings
  3. Open the Status tab
  4. Under Select Status, pick Online, Busy, or Offline
  5. Add a Status Message when required
  6. Click Update

The Three States​

Exact labels and help text in Account Settings → Status:

StatusHelp text in UI
OnlineYou will receive new conversations and be visible to users
BusyYou are working but not available for new conversations
OfflineYou are not available and will not receive new conversations

Status Message Rules​

StatusMessage
OnlineOptional (placeholder: Add message (max 6 words)...)
BusyRequired (placeholder: Why busy? (e.g., In meeting))
OfflineRequired (placeholder: Why offline? (e.g., On break))

Maximum 6 words ({n}/6 counter). Validation examples:

  • Status message is required for busy and offline status
  • Status message should be 5-6 words maximum

On success: Status updated successfully!

Visual Cues​

After Update, your status is saved and updates:

  • Avatar ring in header and sidebar (green / yellow / red)
  • Status pill on the identity card in the modal

Other agents may see your status change in realtime when they are connected.

How Availability Affects Work​

StatusTypical effect
OnlineEligible for new assignments and queue Take It flows
BusyStill signed in; product treats you as not available for new conversations
OfflineNot available; new conversations should not route to you

Queued Conversations​

When escalation needs a human but no agent is available, conversations can land in Inbox → Queued with a reason such as No agent available for escalation (Open, Pending, Queued, Expired).

If queues grow:

  1. Confirm enough agents are Online
  2. Open Queued and use Take It on threads you can handle
  3. Supervisors may use DeQueue on assigned queued rows

Availability is agent-level. Channel Connect and billing are unrelated — see Settings for WhatsApp / Instagram Connect.

What Availability Is Not​

IndicatorDifferent meaning
Header Live / OfflineWebsocket connection to the app — not your agent status
Pending on a conversation rowCustomer has not replied since bot/agent last spoke
Queued on a rowConversation in the queue table — not your personal status
kazenly.com accountBilling account — does not set inbox agent status

Going Offline in the header only means the realtime connection dropped (e.g. network). Your Account Settings → Status may still show Online until you change it. When in doubt, set Status explicitly before end of shift.

Administrators and Other Agents​

  • Admins manage users under Settings → User Management (invites, roles) — chapter 16
  • Handover and assignment to another agent use chat actions (chapter 4 / 8)
  • Only admin or supervisor can send on another agent’s assigned chat in some cases

End of Shift Checklist​

  1. Finish or hand over open Assigned threads
  2. Set Offline with a short status message (On break, End of shift, etc.)
  3. Logout from the avatar menu if you are done on a shared machine

Next Steps​