You can't be online 24/7 — sometimes you need a break or have something important to handle. Your chat box status lets your customers know whether you're available. When you're online, you're telling them you're ready to help via live chat. When you go offline, they know you're currently away.
In this article:
How to change your status
You can change your status directly in the dashboard by clicking your profile picture in the left panel.
🟡 Warning: If you log out of Smartsupp without manually switching your status to offline, it can take about 2 minutes before your chat box appears offline on your website. Customers can still message you during this time. We recommend changing the status manually or using the Office hours feature.
We also recommend using our mobile app so you can chat with customers even when you're away from your desk — that way you can stay online more often. If you're logged in on both desktop and the mobile app, changing your status on one device updates it on the other, and the change is immediately visible on your website.
💡 Tip: If you need to step away but want to stay online, activate an automatic message or a chatbot to let customers know you'll be back shortly.
What changes with multiple agents
If you have more than one agent, there are two cases to keep in mind:
You don't use Groups: All agents affect the chat status. If at least one agent goes online, the chat on your website is online — even if it was supposed to be offline, one online agent keeps it online.
You use Groups: Each agent affects only the status of their own group. However, an agent who isn't assigned to any group can change the status for all groups — and therefore for your whole website.
What's next?
Basic chat box settings — customize the appearance, language, and behavior of your chat box.
Chat box in your mobile app — let your app users reach you in chat.
Why can't I see the chat on my website? — fix a chat box that doesn't appear.
💡 Still need help? If your status isn't behaving as expected, contact our support team via chat or email — we're happy to help.