User Availability lets your team show real-time online and offline presence inside ThriveDesk. Agents can see who is currently active, set themselves as away, and customers visiting your website can see which agents are available before starting a conversation.

How Agent Presence Works

Any agent who is logged into ThriveDesk is automatically considered online. When they close their browser or lose their internet connection, their status switches to away.

There are two presence states:

  • Online - The agent is connected to ThriveDesk and available to help.

  • Away - The agent has manually set themselves as away, or is no longer connected.

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Showing Agent Availability on the Assistant Widget

The Assistant widget can display which agents are currently online. This gives customers a clear idea of whether they can expect a quick reply or should allow some extra time.

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The widget connects to a presence channel that is specific to each assistant. Only agents who have access to the assistant's linked inbox will appear in this channel.

Here is how presence is determined on the widget:

  • When an agent logs into ThriveDesk, they join the assistant's presence channel.

  • If an agent has set their status to away, they always appear as away, even if they are connected.

  • If an agent is connected and has not set themselves as away, they appear as online.

  • If an agent is not connected, they appear as away regardless of their saved status preference.

Inbox-Based Access Control

Not every agent needs to appear on every assistant widget. Visibility is controlled by inbox access to keep things relevant for your customers.

  • Each assistant is linked to a specific inbox.

  • Only agents who have been granted access to that inbox will appear in the assistant's presence channel.

  • Agents without inbox access cannot join the channel and will not be visible to customers.

For example, a company with a "Sales" inbox and a "Support" inbox will only show the relevant team members on each respective widget.

Notifications and Presence Status

Push and mobile notifications now respect an agent's presence status.

  • If an agent is online (connected and not set to away), they receive push and mobile notifications as normal.

  • If an agent is disconnected or has set themselves to away, push and mobile notifications are skipped for that agent.

This keeps things clean for agents actively working in ThriveDesk, since they can see new conversations in real time, and avoids sending notifications to agents who have stepped away.

When Does an Agent Go Away Automatically?

ThriveDesk will automatically change an agent's status to Away when any of the following happens:

  • The agent has logged out of ThriveDesk.

  • All ThriveDesk browser tabs or windows have been closed.

  • The agent's internet connection has been lost.

  • The agent's computer has gone into sleep or hibernate mode.

  • The agent has manually set their status to Away.