We’d like to request the introduction of an Agent Availability system that allows teams to better control conversation routing — without requiring agents to log out of the platform.

Proposed functionality:

Agents can manually switch between Online and Offline status directly inside the platform

When going offline, agents may optionally select a reason:

Lunch

Coffee

Other

Expected behavior for Transfers & Automations:

Offline agents are automatically hidden from manual transfer lists

Automations that assign or transfer conversations should skip offline agents

If an automation attempts to transfer a conversation to an offline agent, the system should automatically move to the next available online agent

Expected impact:

This enhancement would prevent stalled conversations, reduce manual reassignment, and ensure routing logic stays aligned with real-time agent availability.