Presence and status
Control whether you're available for new live-support chats with online, accepting-chats, and custom status controls.
Your presence tells Informly whether to route new conversations to you. You control it from the top bar, and it sticks across browser tabs so you don't have to remember to update it twice.
The three controls
There are three independent controls. Most days you'll only touch the first one, but the others are there when you need them.
| Control | What it does |
|---|---|
| Online / Offline | The master switch. Offline means no new assignments come to you. |
| Accepting chats | A finer toggle — you can be online but not taking new chats. |
| Custom status | A short message that appears next to your name in the queue. |
Online vs. Offline
Open the top bar and toggle Online / Offline. This is the simplest signal — when you're offline, the routing system skips you for new assignments. Conversations you're already handling stay with you; only new ones are affected.
At the start of your shift
Toggle yourself Online. New handoffs can now route to you.
At the end of your shift
Toggle yourself Offline. The queue routes around you and your teammates pick up the slack.
If you forget to set yourself offline at the end of the day, new chats can sit in your assignment slot until they time out and get reassigned. Set offline before you close the laptop.
Accepting chats
Accepting chats is a separate toggle from online/offline. The difference matters when you're juggling existing conversations and don't want a new one to land mid-reply.
The combinations work like this:
| Online | Accepting | Result |
|---|---|---|
| On | On | New chats route to you. |
| On | Off | You can keep replying to existing chats, but no new ones come in. |
| Off | (any) | No new chats. Existing ones are still in your queue. |
Set yourself to online + not accepting when you want to clear your active queue without taking on more.
Custom status
Click your avatar in the top bar and set a Custom status message — for example "In a meeting until 3pm" or "Wrapping up tickets, ping me on Slack first." The message shows next to your name in the queue view, so teammates can decide whether to ask you for help or work around you.
Custom status is just a label — it doesn't change routing on its own. Pair it with the accepting-chats toggle when you actually need to stop taking work.
Persists across tabs
If you set yourself offline in one browser tab, the change applies in every other open tab too. You won't end up "online here but offline there" and missing assignments because the wrong window is in front of you.
Tip: end-of-day routine
Most agents settle on a routine like this:
- 5 minutes before end of shift: toggle Accepting chats off, finish any active replies
- End of shift: toggle Online → Offline, clear the custom status
That keeps the queue clean and stops you from being paged after hours.