Plan requirement
| Subscription | Suite Growth or higher, Support Professional or higher |
| Access | Admin |
A status of your own, based on an existing one. Useful where it marks a real distinction, and easy to overdo until nobody picks accurately.
Create one
- Open the agent statuses in Admin Center.
- Create a custom status.
- Base it on the standard status whose routing behaviour you want.
- Name it for what the agent is doing.
- Make it available to the right groups.
The base decides the behaviour
A custom status inherits how work is routed from the standard one behind it. The name is for people; the base is what actually happens.
Getting the base wrong produces a status that reads as unavailable and still receives conversations.
Create one when it changes a decision
"In training" tells a team lead not to expect throughput and not to interrupt. That is a real use.
"Working on email" while already unavailable for live channels adds nothing that the base status did not say.
Name it for the agent's situation
Not for a reporting category. Agents pick from this list several times a day, and a name that reflects what they are actually doing is one they will pick correctly.
Watch the total
Every custom status lengthens the list. Past five or six options, accuracy falls, and an inaccurate status is worse than a coarse one.
Do not build a timesheet
If the reason for a status is to measure how long people spend on something, that is a different tool. Statuses drive routing; using them for time tracking degrades both.
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