Freshcaller provides default and custom statuses that you can choose to set your availability. When you activate and log in to the Freshcaller account for the first time, your status is set to offline by default.
Your status decides if you can make/receive calls. For example, based on your availability, your team members can transfer a call or invite you to their ongoing call. It also helps your admin to decide whether a call should be routed to you. So, ensure that you set the correct status. The list of default statuses available in Freshcaller are:
- Forward to Phone
- After Call Work
Note: The After Call Work and Busy will not be visible for you to select. Your status is automatically set to Busy whenever you attend a call. Similarly, once the call ends, your status automatically changes to After Call Work for sometime (until you close the in-conversation widget).
In addition to the default statuses available, you will also see custom statuses that your admin has added to your account. If you are an admin, check the article on adding new custom statuses.
User Requirements: All users - agents, supervisors, admins, and account admins can set their status.
To set your availability status:
- Log in to your Freshcaller account.
- On the top right corner, click on the status drop-down. Here, you will see the list of default and custom status available. You can choose to select your preferred status.
Note: You can make/receive calls only if your status is set as Availble or Forward to phone. To understand what each status means, check Customizing Agent Status.
If you have a Freshdesk-Freshcaller integration and use the Freshcaller widget to make/receive calls, you can change your availability within the caller widget. However, admins may still need to visit the Freshcaller admin section to create and edit custom agent statuses.