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Create Presence Statuses

Presence statuses indicate whether a service rep is online and available to receive incoming work items, or whether the service rep is away or offline.

Required Editions

View supported editions.
User Permissions Needed
To set up Omni-Channel: Customize Application

A presence status can encompass one or more channels of work items. For example, you might create a presence status called “Available for Web Support” that includes service channels for chats and emails. When service reps are signed in to that presence status, they can receive incoming chats and emails. Genius!

  1. From Setup, enter Presence in the Quick Find box, select Presence Statuses, then click New.
  2. Choose the settings for your presence status.
  3. Click Save.

Presence Status Settings

Customize your presence status settings to define which service channels are assigned to difference statuses. Service reps can sign in to Omni-Channel with different statuses depending on the types of work that they’re available to receive.

Basic Information

Use these settings to name your presence status.

Setting What It Does
Status Name

Names the presence status.

This presence status name, or a version of it, automatically becomes the API Name.
API Name Sets the API name for the presence status.

Status Options

These settings indicate whether service reps are online or busy when they use this status.

Setting What It Does
Online Lets service reps who use this status receive new work items.
Busy Lets service reps who use this status appear away and indicates that they’re unable to receive new work items.

Service Channels

Assign service channels to your presence status. Service reps who sign in with this presence status can receive work items from the channels that you select.

Setting What It Does
Available Channels Indicates the service channels that are eligible to be assigned to the presence status.
Selected Channels Indicates the service channels that are assigned to the presence status.