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When an operator switches their status to Unavailable, they can share a reason — free text plus an emoji — that their team and administrators can see.

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Enable the status reason

From Settings → Advanced, turn on the Enable unavailable status reason toggle. Once enabled, the next time an operator switches their status to “Unavailable” they’ll be asked to enter a reason before the change applies.

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How the operator uses it

1

Switches status to Unavailable

From the profile menu, the operator selects Unavailable in the status selector.
2

Enters the reason

A window opens where they can write a reason (up to 100 characters) and choose an emoji, or pick one of the default reasons:
3

Saves the change

The status updates to “Unavailable” along with the selected reason and emoji.
The operator can edit the reason at any time from the profile panel without needing to change their status.

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Where the reason is shown

  • Operator header: the reason replaces the role below the name, and the emoji appears as a badge on the avatar.
  • Connection history: the user profile shows a Reason column with the emoji and the text entered.
  • Operator monitoring: the status logs table includes the same Reason column for supervisors and administrators.
When switching back to Available or Offline, the reason is cleared automatically.