Why are agents in AWAY state receiving chats?

October 4, 2018
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Some LiveEngage agents received chat notifications when they were in Away state.


The ACD setting of the agents’ LiveEngage account is Manual mode. In this mode, incoming chats ring for all agents who are logged in, regardless of their state (Away/Back Soon/Online).


When the ACD setting is Manual this is expected behavior. This allows agent managers to get notifications and take chats when they feel their agents are overwhelmed.)


  • A chat cannot be transferred an agent who is in Away state.
  • Agents in Away state are NOT counted toward the number of available chat slots for a specific skill.

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