Setting your user status

User status in the Proto AICX platform is equivalent to employee shifts in a contact centre.

You can update your user status on Proto's AICX platform to reflect your availability to other users.

To change your status, click on the profile icon and toggle between Online (green) or Away (orange).


It is essential to note that your status affects various actions in different scenarios, such as:

Status OnlineStatus Away
New chatsIncoming new chats are auto-assigned to you.Incoming new chats are sent to other agents in your team that has Online status.
New chats but no agents online-Incoming new chats are sent to the Pending list and agent will need to Takeover that chat when they are Online.

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