Teammates’ status is essential for many workflows. For example, it defines whether a teammate is eligible to automatically get assigned conversations by Balanced assignment or Round robin. Automatic away mode eliminates the human error (i.e. a teammate forgetting to change their status to away by the end of their shift).
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Navigate to Settings > Help Desk > Automatic away mode to set the inactivity thresholds for transitioning teammates to either away or away & reassigning.
These thresholds will apply to all teammates in the workspace, and are not configurable for individual teams or teammates.
By default, both are disabled:
Note:
Accessing this setting page requires the “Can manage Auto away mode” permission.
If you enable "Change teammate's status to away" then conversations can still be assigned to them while in away mode.
If you enable "Change teammate's status to away & reassigning" you can still manually assign conversations to somebody and they won't reassign unless the customer replies. However, any new conversations that are automatically assigned (using Workflows) will be automatically reassigned.
Inactivity is defined as one (or a combination) of the following:
The teammate has closed all Intercom tabs or browser windows for the current workspace.
The teammate has minimized or hidden (i.e. the tab is open, but not currently visible on screen) all Intercom tabs or browser windows for the current workspace.
The teammate has put their computer to sleep and/or is otherwise not connected to the Internet.
When Automatic away mode changes a teammate’s status, the teammate will see the following banner when they access Help Desk.
Last, when you navigate to Settings > General > Teammate activity logs, you can see logs for every time Automatic away mode changed a teammate’s status.
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