Summary
Away Mode lets operators indicate that they are temporarily unavailable, such as when they are taking a break, without logging out or going offline.
When an operator is set to Away, Wati skips them during automatic chat assignments such as Round Robin and other automatic assignment methods. However, they remain logged in and can still receive manually assigned conversations and WhatsApp calls.
Note:
Away Mode is available for both agents and admins.
Admins can change an operator's status to Away on their behalf.
An operator's status stays synchronized between the operator and admin views.
Instructions
What is Away Mode?
Away Mode allows an operator to temporarily indicate that they are unavailable for automatic chat assignments while remaining logged in to Wati.
This is useful when an operator is temporarily unavailable but does not want to log out of the platform.
When an operator is Away:
They are skipped during automatic chat assignments.
They remain logged in to Wati.
Admins and agents can still manually assign conversations to them.
WhatsApp calls continue to be assigned to them.
How to update your Away Mode status
You can update your availability status directly from your Wati account:
Log in to your Wati account.
Click your profile icon in the top-right corner.
Use the dropdown menu to select or change your status to Away or another available status.
How Away Mode affects chat assignment
Operators in Away status are excluded from automatic chat assignment methods.
Round Robin
When Round Robin is used, operators in Away status are skipped when Wati selects the next eligible team member.
For example, if a team has three operators and one is Away, Round Robin assigns incoming chats only to the operators who are eligible for assignment.
Other automatic chat assignments
Away operators are also skipped during other automatic chat assignment methods, including Load-Based Routing.
This means an operator who is Away does not receive a new chat simply because they are logged in to Wati.
Away Mode and automation
Away Mode also affects assignments made through Rules and Chatbot Flows.
If a Rule or Chatbot Flow is configured to assign a chat directly to a specific user and that user is Away, the chat is directed to the bot instead.
This helps prevent chats from being assigned automatically to an operator who is temporarily unavailable.
Away Mode and contact owners
Contact-owner assignment behaves differently from other automatic assignment methods.
If Direct lead to the contact owner is enabled and the contact owner is Away, the lead continues to be assigned to that contact owner.
In this case, Away Mode does not change the contact owner assignment.
Away Mode and manual assignment
Away Mode does not prevent manual assignment.
Admins and agents can manually assign conversations to an operator who is Away.
This allows teams to assign a specific conversation to an Away operator when needed.
Away Mode and WhatsApp calls
WhatsApp calls continue to be assigned to operators who are in Away status.
Away Mode only affects automatic chat assignments and does not prevent WhatsApp calls from being assigned to the operator.
Managing an operator's Away status
Admins can change an operator's status to Away on their behalf.
When an admin changes an operator's status, the updated status is reflected for the operator as well.
Similarly, when an operator changes their own status to Away, the updated status is reflected in the admin view.
This keeps the operator's availability status synchronized across the platform.
Away Mode behaviour at a glance
Scenario | Behavior when operator is Away |
Round Robin | Operator is skipped during automatic assignment. |
Load-Based Routing | Operator is skipped during automatic assignment. |
Other automatic chat assignments | Operator is skipped. |
Rule assigns chat to a specific user | Chat is directed to the bot if the user is Away. |
Chatbot Flow assigns chat to a specific user | Chat is directed to the bot if the user is Away. |
Direct lead to contact owner | Lead continues to be assigned to the contact owner, even if they are Away. |
Manual assignment | Admins and agents can manually assign chats to the Away operator. |
WhatsApp calls | Calls continue to be assigned to the Away operator. |
Operator login | Operator remains logged in while Away. |
Admin changes operator status | Status is updated for the operator. |
Operator changes their own status | Status is reflected in the admin view. |
Conclusion
Away Mode lets operators indicate temporary unavailability without logging out of Wati. Operators in Away status are skipped during automatic chat assignments, while manual assignments and WhatsApp calls continue to work normally.
Away Mode also works with routing and automation features, with specific behavior for contact-owner assignments and Rules or Chatbot Flows that target a specific user.
Frequently Asked Questions (FAQs)
Away Mode
1. What is Away Mode?
Away Mode allows an operator to indicate that they are temporarily unavailable for automatic chat assignments while remaining logged in to Wati.
2. What happens to an operator's chats when they are set to Away?
An operator in Away status is skipped during automatic chat assignment methods, including Round Robin and Load-Based Routing. They can still receive manually assigned conversations and WhatsApp calls.
3. What happens if a Rule or Chatbot Flow assigns a chat directly to an Away operator?
If a Rule or Chatbot Flow is configured to assign a chat directly to a specific user and that user is Away, the chat is directed to the bot.
4. Does Away Mode affect contact-owner assignments?
No. If Direct lead to the contact owner is enabled and the contact owner is Away, the lead continues to be assigned to that contact owner.
5. Can an Away operator receive manually assigned conversations and WhatsApp calls?
Yes. Admins and agents can manually assign conversations to an operator who is Away, and WhatsApp calls continue to be assigned to operators in Away status.
6. Can admins change an operator's Away status?
Yes. Admins can change an operator's status to Away on their behalf. The updated status is reflected for the operator, and when an operator changes their own status, the updated status is reflected in the admin view.