Presence Statuses and Presence Configurations

Configures users' chat availability and their capacity while handling chats.

Presence Statuses

Determines whether a user is available for chats based on the selected status.

If you have already created a Presence Status, you can skip this step.

• > [Setup] > Quick Find > [Presence Statuses] > [New]

• Enter the values for each field and click [Save].

  • Status Options: Online indicates that the user is available for chats, and Busy indicates that the user is unavailable for chats.

  • Service Channels: You must select the SimplyChat service channel to use SimplyChat.

Presence Configurations

Configures a user's capacity while handling customer chats.

If you have already created a Presence Configuration, you can skip this step.

• > [Setup] > Quick Find > [Presence Configurations] > [New] or [Edit] > [Save]

  • Example: If the Unit of Capacity value in the routing configuration is set to 1 and the Capacity value in the Presence Configuration is set to 5, the user can handle up to five chats simultaneously.

Configure Presence Statuses permissions

• > [Setup] > Quick Find > Select the profile of a SimplyChat user

• Under Enabled Service Presence Status Access, click [Edit] and then click [Save] to configure Presence Status permissions for the selected profile.