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 \u2014 showing live chat, a queued state, or the offline message form \u2014 depends on aggregate agent availability.<\/p>\n
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.<\/p>\n
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.<\/p>\n
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.<\/p>\n<\/div>\n
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.<\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"
The status of a Zoho SalesIQ operator indicating whether they are online and able to accept new chat conversations at a given moment.<\/p>\n","protected":false},"template":"","meta":{"seo_title":"Agent Availability (SalesIQ) | Zoho Glossary | Aaxonix","seo_description":"The status of a Zoho SalesIQ operator indicating whether they are online and able to accept new chat conversations at a given moment.","seo_keyword":"agent availability zoho salesiq","seo_faqs":"[{\"q\": \"What happens to incoming chats when an agent is unavailable in Zoho SalesIQ?\", \"a\": \"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.\"}, {\"q\": \"How does Zoho SalesIQ determine if an agent is available?\", \"a\": \"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.\"}]","term_type":"","glossary_related":"","glossary_links":""},"glossary_category":[1255],"class_list":["post-5050","glossary","type-glossary","status-publish","hentry","glossary_category-zoho-salesiq"],"_links":{"self":[{"href":"https:\/\/aaxonix.com\/resources\/wp-json\/wp\/v2\/glossary\/5050","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/aaxonix.com\/resources\/wp-json\/wp\/v2\/glossary"}],"about":[{"href":"https:\/\/aaxonix.com\/resources\/wp-json\/wp\/v2\/types\/glossary"}],"wp:attachment":[{"href":"https:\/\/aaxonix.com\/resources\/wp-json\/wp\/v2\/media?parent=5050"}],"wp:term":[{"taxonomy":"glossary_category","embeddable":true,"href":"https:\/\/aaxonix.com\/resources\/wp-json\/wp\/v2\/glossary_category?post=5050"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}