The Available status indicates that a team member has no active sessions and can accept auto-routed calls, tickets, or chats from their assigned channels. When a team member accepts, takes, or joins a ticket, their status changes to Active. 

Team members can change their status to Available when they do not have active tickets and they're ready to accept auto-routed tickets. If they have at least 1 active ticket, they can change their status to Active instead of Available. 

The Active status indicates that a team member has taken or joined a ticket, call, or chat. The team member can receive auto-routed tickets if they have space remaining in their workload for the relevant channel and they are not on a call. 

Team members can change their status to Active from Busy or Offline if they have at least 1 active session. 

Note: While on a call, the team member's status is Active. 

The Busy status indicates that a team member is not available to receive auto-routed calls, tickets, or chats. Members in the Busy status can still work on tickets and chats, they just can't receive auto-routed tickets, chats, or calls. 

Team members can change their status to Busy if they're not currently on a call. You can create custom busy statuses to let team members specify what they're busy working on. 

Team member statuses automatically change to Busy in the following circumstances:

Note: Team members in the Busy status can still work on tickets and chats, they just can't receive auto-routed tickets, chats, or calls. 

The Offline status indicates that a team member has either signed out of their account, or they have signed in, but haven't changed their status. 

 

Note: Your status does not change if you close the Wix Answers app without signing out. When you reopen the app, you'll be in the same status you were in before you closed it. 

Team member statuses progress through the following changes throughout the course of a call:

To create custom busy statuses:

To edit a custom busy status:

To delete a custom busy status:

Note: You can't change your status while you're on a call. 

To change your status:

Note: To change another team member's status, you must be an administrator or have a custom role with Team Members enabled in the Team & Account permissions.

To change another team member's status: