Manage operator availability
Set your own live-support availability, understand presence, and align the setting with handoff and queue coverage.
Operator availability tells Humind whether visitors can reach a teammate in real time when human handoff is enabled. The current operator profile combines personal status and availability with presence and last-connection context; teammates can see presence information, while richer controls belong to the signed-in operator.
This guide explains how an operator reviews their own profile and availability, how it relates to Inbox handoff, and why a toggle does not replace a staffed schedule or queue-ownership agreement.
How this fits into Humind
Humind access is scoped to a company and controlled by section permissions. Built-in roles cover common operating models, while custom roles support narrower access. The company owner remains a separate, protected responsibility.
Use least-privilege changes that still let a teammate complete their work. After changing a role or invitation, ask the teammate to refresh and confirm the pages and actions they can access instead of relying only on the administrator view.
Before you start
Access: Each operator manages their own available status through their profile. Team or Agent administrators separately control roles and whether human handoff is enabled.
- Confirm human handoff is enabled if the company expects live operator contact.
- Know your team's staffed periods, queue owner, and handover routine.
- Verify your profile name and image because they can appear in the operator experience.
Step-by-step workflow
Open your operator profile
Open your profile from the Humind workspace. Review identity, profile image, connection or presence context, and the Status and availability section. Teammate profile views can show presence information, but the current signed-in operator controls their own availability.
Update account details through the account settings path when the displayed name or image is wrong. Do not use another person's row to represent your status.
Set availability to match real coverage
Turn availability on when you are prepared to receive or handle live requests according to the team's process. Turn it off when you cannot monitor the queue. The Inbox interface reflects the handoff configuration and current operator state.
Availability is opt-in on by default for the supported operator state in the current handoff flow, so every operator should review it rather than assume a new account is offline.
Confirm the Inbox workflow
Open Inbox and verify you can see the expected queue and use authorized handoff actions. Presence can indicate whether a visitor or operator is connected, but use thread state and messages to decide ownership.
Coordinate breaks, shift changes, and unresolved human-active conversations through the team's process. Turning availability off does not automatically document the next owner of existing work.
Test the shopper expectation
Run an approved test handoff during a staffed period. Confirm the shopper can request a human, the thread enters the queue, an available operator can reply, and the conversation can return to AI.
Also test the customer-facing behavior outside the intended availability or staffing model. Support copy should not promise immediate live help when the team cannot deliver it.
Permissions and important caveats
- Availability is personal operational state, while human-handoff enablement and criteria are Agent configuration.
- Presence describes a connection signal and does not prove customer identity or ownership.
- Turning availability off does not reassign an existing human-active thread.
- The team still needs a schedule, escalation path, and owner for queued work.
Verify the result
Use this checklist before considering the work complete:
- Your profile identity and availability reflect the current staffed status.
- Inbox queue and handoff controls are available according to your role.
- Existing human-active work has a known owner before a shift change.
- A staffed and unstaffed shopper scenario matches the support expectation.
Troubleshooting
The availability control is missing
Confirm you are viewing your own operator profile, the active company, and that the support configuration enables human handoff where required. Review role and Inbox access with an administrator.
You are available but cannot take over
Availability and permissions are separate. Check Inbox write, Inbox handoff write, thread state, and whether operator step-in is disabled for AI-active conversations.
A queued request has no operator response
Review the staffing schedule, available operators, queue ownership, and notification practice. Availability flags do not replace active queue monitoring.