Online & Offline: Status vs. Mode

by Conley Ernst

There are two different status Drift can have on your account: your Agent Status and the Drift Widget Mode.

Though both can be Online or Offline, these affect different areas of Drift.

Widget Mode

The Widget Mode tells your users when your organization is online. You can’t be on chat 24/7, so the widget mode helps create an expectation of availability.

Widget Mode is helpful for targeting campaigns, displaying the widget, and determining if your Welcome/Away Message is shown.

You can set the widget mode manually or set it to follow a schedule.

Setting the Widget Mode to follow a schedule is only available on our paid plans. For more information on our different plans, click here.

This doesn’t mean you can’t answer chats. No matter the Widget Mode, you can still log on and respond to conversations. All it does is help create transparency between you and your customers when you are more likely to respond.

If your widget is offline, your customers will see a notice (see below) that you are offline!

Your widget’s mode will not affect the status of your agents and vice versa.

Agent Status

You agent status is your personal availability. The purpose of this status is to handle how to notify and assign agents to conversations. Your status can be Online, On-Call, or Do Not Disturb.

For more information on Agent Status, click here

No matter what you status is, the mode of the widget will not be changed.

What Happens When I am set to "Away" but I am part of a routing rule? 

If you are set to "Away" then you will not be added to any conversations. This means that if you are using a Playbook like the Book a Qualified Meeting Playbook, your calendar will not be added to any conversations, either. 

How Do These Work Together?

Think of it like a store.

The Widget Mode is the store’s hours. When it’s open (or online), it invites customers in and lets them know someone is available to help them. When it’s closed (or offline), it says someone isn’t here to help you right now – but feel free to leave a message!

You can flip the open and closed sign manually (Change the Widget Mode Manually) or you can have it follow regular business hours (Setting Up Online/Offline Hours).

Your Agent Status is your personal availability in this this store. If you’re are On Call, you are working greeting every customer that comes in. If you are Online, you are working with customers you are called over to or your specific clients. When you are Do Not Disturb, you are in the back room and not interacting with clients.

This it is important to consider both your widget status and your agent status when working with customers. If your widget is Online and creating the expectation of availability, it is not helpful to your customers if no one is online.

How Do We Do it at Drift?

Here at Drift we have the Widget set to follow our regular business hours. So when we aren’t in the office, our widget is set to away! That doesn’t mean we aren’t still going in and checking conversations – we can still go in as needed.

As for our agent status, individual Driftings can change them as needed to show when they are available for conversations. We all take a “chat duty” here at Drift, where we set ourselves to On Call and answer incoming conversations during the business day. When our chat duty is over, we change our status status to Online or Do Not Disturb.

If you run into any trouble or have any questions, let us know. We’re here to help!

Not using Drift yet? Get your free account here.

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