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We're trialling Live chat at the moment; it's all configured and running as it should.

One question is being asked by the analysts; if they are not free to partake of a chat session, how do they mark themselves as unavailable?

I thought it might be something to do with the availability status in SM, but testing has proved otherwise.

Many thanks for any feedback.

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we don't have any notion of agent availability in livechat, when a new call comes in any agent in the defined group can pick up the chat by going to chat page and accepting it.  If an agent isn't available they just don't accept the chat, you cannot makr yourself available although you can turn off the new chat popups from the livechat session page if you don't want to be disturdbed



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