Help center Core configuration People, teams & access Configure agent statuses Updated Monday, October 26, 2026 · Marcel Gravelle Agent statuses connect recognizable availability labels with round-robin case and automatic chat eligibility. Their routing switches let your team distinguish an agent who is signed in from an agent who should receive new work. Applies to: Supportbench Core. Location: Settings → Organization → Agent Status. Access and available controls depend on your role and account capabilities. Before you begin You need permission to edit this configuration. Ask an administrator if the page is available but its editing controls are not.Review the current configuration and where it is used before making a change. Available choices depend on your account, enabled modules, division access and role.Use a test record or a controlled test account for behavior checks. Do not change production routing or send customer messages just to try an example. Configure and verify Open Settings → Organization → Agent Status.Find the item in the list and open it, or choose the page’s new-item action.Enter a clear name and description. Set the fields below, including any scope, hierarchy, visibility or availability controls.Save the item and resolve any validation message. Reopen it to confirm the saved values.Check the relevant selection list or form using a user with the intended access. Repeat for an excluded user or division when scope is restricted. Settings reference Status definitionSettingWhat it controlsHow to chooseNameRequired status label. Built-in labels can be protected.Use a label agents can choose consistently.DescriptionRequired explanation of when the status applies.Explain the expected behavior, such as planned focus time.Related online statusOnline, Away, or Offline. Built-in presence mappings are protected.Choose the presence that matches the status.Receive cases through round robinControls eligibility for automatic case assignment in this status.Align with your queue’s assignment rules.Receive chats automaticallyControls eligibility for new automatic chats.An active browser is required; Away and Offline do not receive automatic chats. Behavior to knowProtected built-in names/presence mappings and editable routing switches are separate controls.Agent status is only one input to assignment; queue membership, hours, and other routing settings still matter. Recommended use Use terminology that agents and customers already understand. Explain the intended meaning in the description.Keep the initial configuration small enough for people to choose consistently. Add options when they represent a real operational difference.Review existing references before renaming, changing scope, or deleting. Where supported, deactivate an obsolete option before considering permanent deletion. Worked example Define a Focus time status mapped to the appropriate online presence.Decide whether the agent should receive round-robin cases during that time.Set automatic chat eligibility to match the intended availability.Save and test with a non-production agent and queue before relying on routing changes. Troubleshooting ProblemWhat to checkThe item is missing from a picker.Check Active, division access, parent hierarchy, enabled modules, and the user’s role. Reopen the consuming form after saving.The form rejects a save.Read the displayed validation message. Check required values, text limits and permitted scope; do not change unrelated settings to bypass validation.An existing record still shows an old value.A configuration change and a record change are different operations. Inspect the record and relevant references before assuming the save failed. Related configuration Organization → Configure queues and automatic assignmentAccount → Configure account policiesSelf-Service → Configure a chat widget Was this article helpful? Yes No Thank you for your feedback.