> ## Documentation Index
> Fetch the complete documentation index at: https://guides.robylon.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Human user statuses

> The Agent Status tab allows you to configure the availability states that agents can have on the Robylon platform. These statuses determine whether an agent is eligible to handle chats, tickets, or calls.

## Default Statuses

By default, the following statuses are available:

* **Online** — Agent is active and available to take queries.
* **Offline** — Agent is logged out or unavailable.
* **Unavailable** — Agent is logged in but not accepting new queries.

***

## Adding a New Status

<Steps>
  <Step title="Click Add New Status">
    Open the **Agent Status tab** and select **Add New Status**.
  </Step>

  <Step title="Set Status Name">
    Enter a clear name for the new status (e.g., **Break**, **In Training**, **On Call**).
  </Step>

  <Step title="Choose a Symbol">
    Assign a **symbol or icon** to visually identify the status.
  </Step>

  <Step title="Define Availability">
    Select whether an agent in this status is considered **available to handle queries**.
  </Step>

  <Step title="Save">
    Save the status so it appears in the list of agent states.
  </Step>
</Steps>

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## Best Practices

* Keep statuses **simple and descriptive** (e.g., "Lunch Break" vs. just "Unavailable").
* Use **non-available statuses** for internal tracking (e.g., “Training” or “Meeting”).
* Standardize across teams to avoid confusion when monitoring queues.

<Tip>
  Statuses can be used in **analytics and assignment logic** to better understand agent workload and availability.
</Tip>

***