Agent Online Status
Managing team communication is of utmost importance, as many people work together to handle customer queries, social media comments, and direct messages. So, if the teammates know how many of them are actively working at a given time they can correctly assess their working capacity and collaborate effectively. Likewise, the managers or team leads can also assign the conversations according to the availability of the team members.
For example, if you set yourself as away, your team can see that you have marked yourself as away and assign new incoming messages to any other team member who is online/active. This way, you can be prompt in your replies and delegate conversations effectively.
To make this possible we have released Member Online Status feature.
Member Online Status feature is available for Premium and Enterprise plans in Statusbrew.
Different Visibility Modes In Member Online Status Feature
When you are working with a team in Statusbrew, Member Online Status feature allows you to see your teammate’s mode as online, offline, or away. The meaning of each of these modes is as follows:
Online
When you open Statusbrew on your desktop or mobile device, you will automatically appear online to all your team members. You will see a small green colored dot next to your profile icon across the Statusbrew platform.
Offline
When you close the Statusbrew tab or mobile application, your mode will change to Offline and you will not appear in the list of online team members, and your profile icon will show an empty dot across the platform.
Away
You can set yourself as Away manually and your profile icon would start showing a yellow colored dot. When you keep yourself in away mode it shows other teammates that you are online but not currently available to work or reply to messages.
How To Set Yourself Away
To set yourself as away, click on the profile icon at the bottom of the left-hand side panel. Here, you will find the "Set yourself as away" option; click on it, and it will change the color of the dot on your profile icon to yellow. This yellow dot shows that you are online but have set yourself as away and are not actively working on the platform. This is helpful when you're only checking for social media updates without actively working or replying to messages.
How To Set Yourself Back To Active
After setting yourself as away and closing the tab in Statusbrew, you'll remain offline or away until you manually set yourself as active when you come back to Statusbrew platform. To set yourself as active click on your profile icon and select the "Set yourself as active" option. And you will start to show online to your team.
Status Update
The Member online status feature allows you to set a status using the “Update your status” option. Here you can choose your status from the standardized status list or you can add your custom status along with a status emoji. This status update will help your team understand your occupancy, availability, and whereabouts. This helps even more when your team members are working remotely and eliminates miscommunication.
How To Set/Update Status
Status can be set easily using the following steps:
Click on the profile icon present at the bottom of the left side menu bar
Click on the “Update your status” option to set the status
Choose status from the pre-created list or add custom status with an emoji
Click on “Remove status after…” to set a time after which your status will be automatically cleared
If you did not choose the auto-clear time you can clear the status manually opening the profile menu and clicking “Clear status” option
How To See Online Team Members
In Statusbrew's Engage inbox, click on "Online Members" at the bottom of the left side panel to view the list of team members currently online.
Hover over a team member's name in the list to see their status if they've set one.
The status visibility is not confined to the engage section; you can see the status on the profile icons of your team members across every section on the platform.
Best Practices
Away, Online and Offline modes can be used in conjunction with Status. For example:
Online + Status
When you are currently online and already replying to messages, you can put a Status as “Actively replying” or “In a conversation” so that your manager or teammates could decide how to assign backlog conversations with you.
Offline + Status
When you decide to close the Statusbrew tab or mobile app , you can put a Status as “Shift Over” or “Signed off” or “Short Break” to let your teammates and the management know why you are not online. This way, you can improve transparency and coordination in your team.
Away + Status
When you set yourself as Away, you can simultaneously set a status indicating the reason for your absence. You can use statuses such as “Reviewing Replies,” “Creating Report,” or “Scheduling Post” to inform your teammates and management about your current task and whether they can assign you any conversations. This helps to clarify your availability and responsibilities during your absence, facilitating smoother team coordination.