Presence statuses are configured in Setup under the service rep status area, then made usable by granting access through a profile or permission set. You build the statuses once, decide which service channels each one allows, and assign them to the right teams.
- Open the presence status setup
In Setup, go to Set Up Service Reps, then Set Up Service Rep Statuses and Capacity, then Create Presence Statuses. Click New to start a status.
- Name the status and pick its kind
Enter a Status Name your reps will recognize and let the Developer Name populate. Set the status to Online if reps in it should receive work, or Busy if they should not.
- Assign the allowed service channels
For an Online status, move the service channels this status should accept into the selected list. A status that allows only the chat channel becomes a Chat Only availability. Busy statuses take no channels.
- Grant access through profiles or permission sets
Open the permission set or profile for the team, find Service Presence Status Access, and enable the statuses they should see. Without this step the status menu stays empty for reps.
- Verify capacity lines up
Check that the rep's presence configuration capacity is at least the units of capacity each routing configuration assigns to its work items, so eligible reps actually receive work.
The label reps and supervisors see in the Omni-Channel widget, like Available, On Break, or Training.
The unique API name auto-generated from the Status Name, used in reporting and metadata.
Online makes reps eligible for routed work; Busy keeps them logged in but excluded from routing.
The work types an Online status accepts, such as cases, chats, messaging, or voice; this is how channel-specific statuses are built.
- Creating a status does not grant it. Reps see only the statuses enabled on their profile or permission set, so add access in the same setup pass.
- An Online status with too little capacity still receives nothing if a single work item costs more units than the rep's presence configuration allows.
- Folding every reason for being unavailable into one Busy status destroys your reporting; split breaks, meetings, and wrap-up into separate statuses.
- Service Cloud Voice setup creates and assigns its own presence status, so check that flow before assuming a voice status is missing.