The purpose of this article is to explain the different statuses available through Messaging.
In the article, we will review the following:
- Messaging Statuses
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💡 Key Terms and Definitions
- Messaging - Messaging is Zendesk’s solution for real-time customer conversations. It allows customers to interact with an AI bot, chat live with a representative, or create email tickets if live chat isn't available.
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Messaging Statuses
When working with live chat, it is important to keep your availability up to date. This lets the system know when you are ready to accept new live chats and when to offer the chats to the next available agent.
Throughout the day, you should change your status is Zendesk depending on how available you are to accept new real-time conversations with your customers. Below, you can learn more about which status to choose.
| Status | When to use it | Color Scheme |
| Online | Use this status to indicate that you are online and ready to accept real-time messaging tickets. | Green |
| Away | Use this status for short breaks, such as a quick restroom visit or grabbing a cup of water. If you'll be away for 5 minutes or less, set your status to "Away." | Yellow |
| Invisible | Use this status when you are on a scheduled break, lunch break, working on a special project, in a meeting, or when your shift has ended. Anytime you will be completely offline and unable to assist customers, this is the status to use. | Grey |