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agents should not be assigned any chats if their status is set to offline
Migrated from Canny.
Canny Post ID: 682c44745ccb319dd2ecd35c
Canny URL: https://spur.canny.io/admin/board/feature-requests/p/agents-should-not-be-assigned-any-chats-if-their-status-is-set-to-offline
Category: Improvement
Original status: open
Original votes: 2
Original comments: 0
Original author: Khizar Arif
Created at: 2025-05-20T08:59:32.493Z
Original request details:
right now, agent offline/online status has no effect on them being assigned tickets or not and we want to fix that
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REQUEST_SUMMARY_V2 Problem - right now, agent offline/online status has no effect on them being assigned tickets or not and we want to fix that Expected behavior - Support this behavior in shared inbox without manual workaround - Maintain clear ownership and state transitions for conversations - Keep agent actions auditable in activity logs Business impact - Reduces manual operational effort for teams - Improves consistency and customer experience - Helps teams move faster with fewer support escalations Legacy category: Improvement
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