TautivaHelp

Inbox & customer support

Understand agent availability and capacity

Agent availability helps supervisors and the system see who is ready for new conversations.

- CS / Agent, Supervisor# 5, 8 minutes #Last checked October 13, 2026.
Supplies record: Some actions depend on role and data conditions, and have not been tested by saving / sending data. Use this as a check guide, instead of proof of transaction testing.

Before you start

Login to the correct workspace and have the necessary permissions according to your role.

Step-by-step instructions

Follow these steps in order. You can keep this guide open while working in another Tautiva tab.

  1. Open Inbox and look for the Agent availability button at the top right.

  2. Check if the status shows Available or other options.

  3. Open the control to read the applicable status options.

  4. Choose the state that suits your work schedule and company rules.

  5. Make sure your supervisor is aware if you are unable to accept new queues.

  6. For the maximum chat limit rule, ask your supervisor to check Team > Availability, capacity & routing.

Open the page in Tautiva

PRACTICAL EXAMPLE

Example from daily work

Example: an agent ending their shift changes their availability according to the SOP before leaving the application.

This is a fictional training example. No real customer data was used.

The real page of the Inbox for customer service in Tautiva, recorded October 13, 2026.
Screenshot of Tautiva application taken at October 13, 2026; sensitive information is disabled if there are. Screen settings can change with screen sizes and product updates.

Expected result

Actions are understood and results can be checked on the work page. For data changes, only perform them according to the SOP.

Important notes

  • The Available status is different from account access rights or the Active status in the routing list.
  • If the presence service is not available, do not assume the system already knows your status.

If something goes wrong

  • Presence service is temporarily unavailable appears: contact your supervisor if the status cannot be synchronized.
  • Status changes but queues do not enter: check queue members, capacity, and routing mode.

This guide describes the interface reviewed on 13 October 2026. Documentation testing did not send real messages, invite users, process payments, or modify real customer records.