Service status

Displaying status lets the team know whether you can serve customers and whether you are available. FIRST LINE offers several statuses to share your availability so supervisors and team members can understand.

Adjust status

Through the navigation bar above or the message icon in the service desk, you can manually set your status to "Ready" or "Away." This status setting lets others know your current availability.

This status setting will affect whether you can receive assignment of message conversations,When you set your status to "Ready," the system will assign message services to you because it indicates you are in a state to accept assignments and ready to provide service. Conversely, when you set your status to "Away," the system will not assign message services to you, prioritizing assigning messages to other available agents.

These features help improve team collaboration and communication efficiency, allowing members to promptly know each other's status and coordinate and interact accordingly as needed.

Status List

Name	Content
Logged out	The current agent is not online.
Ready	Indicates the agent is ready to receive and reply to message customers. This means the agent is in a state to assist customers and is ready to respond to their needs at any time.
Away	Indicates the agent is away and cannot immediately attend to customers. This may be because the agent needs to pause work, rest, or handle other matters. In this situation, the agent will temporarily not receive messages and cannot respond immediately.

Even if you set your status to "Away" or log out, you will still receive forwarded messages from other agents if another customer service staff reassigns the service to you.

This is because reassignment is an active action: other agents can choose to transfer a service to you regardless of your status. This ensures customer needs are handled in a timely manner — even if an agent is temporarily unavailable or away, other agents can still assign the service to an available agent.

This flexible assignment feature helps ensure customer needs are properly handled and service continuity is maintained.

Features

View online status

Besides viewing agents' statuses on the dashboard, you can easily see agents' online status in features such as internal chat and employee selection. This design helps communication and coordination among team members.

Through the online status icon next to an agent's avatar, you can quickly understand other team members' availability. This helps you determine whether others can accept messages or handle specific tasks. You can make corresponding decisions based on their status, such as choosing to collaborate with or seek help from members who are currently online.

Login will proactively set to the status before last logout

After an agent logs in, their status will be automatically set based on the status before the last logout. For example, if your status before logging out was "Away," you will be proactively set to "Away" the next time you log in.

When all agents are in a "not ready" status

If everyone in the entire system environment switches to a "not ready" status, the system will stop the assignment mechanism, and any services previously assigned to agents that are in a "waiting" statewill not be reclaimed; until an agent's status changes to"Ready"to reactivate the assignment mechanism.