Agent availability in Zoho SalesIQ refers to each operator’s current status: Online (actively accepting chats), Away (temporarily unavailable but logged in), or Offline (not logged in). The chat widget’s behaviour — showing live chat, a queued state, or the offline message form — depends on aggregate agent availability.
Zoho SalesIQ allows administrators to set operating hours, during which the widget shows the live chat option, and outside which it automatically switches to offline mode. This prevents visitors from waiting for a response at 2am when no one is available and sets appropriate expectations.
Track agent availability data to ensure adequate coverage during peak traffic hours. If your visitor traffic peaks between 10am and 12pm and operator availability is lowest during that window, chat response times will suffer. Align staffing schedules with traffic patterns using Zoho SalesIQ’s traffic source and timing reports.
When all agents are unavailable, SalesIQ falls back to the channel’s offline behaviour: visitors see the offline message form, or chats are queued if queuing is enabled. If the unavailability is temporary, enabling auto-away and setting a queue limit ensures no chat is lost.
SalesIQ checks whether the agent’s status is set to Online and whether they are below their concurrent chat limit. An agent can manually set their status to Busy or Away, or SalesIQ can auto-set it to Away after a defined idle period without activity.
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