Showing end-user presence

Presence tells the agent whether the customer is still in the conversation, which changes how they write.

Presence tells the agent whether the customer is still in the conversation, which changes how they write.

Turn it on

1. Open the messaging settings in Admin Center.
2. Enable end-user presence detection.
3. Save.

What agents see

Whether the customer is currently in the conversation, and often whether they are typing. Small, and it changes behaviour: an agent who can see the customer has gone writes a complete answer rather than a quick line expecting a reply.

Where it helps most

• Deciding whether to wait before moving to the next conversation.
• Choosing how to answer. Present, and you can ask a clarifying question. Gone, and you should answer fully.
• Not talking to nobody. Agents otherwise send three messages to an empty conversation.

It is an indicator, not a fact

A customer on a phone that locked its screen may show as away while sitting right there. Treat it as a hint rather than proof, and never as a reason to close something abruptly.

The other direction

Customers see when an agent is typing, which is why a long pause feels worse in messaging than in email. A short "let me check that" while you look something up is worth sending.

See also

• Sending inactivity reminders
• Continuing a conversation over email