Presence

Niamh Ferns Updated by Niamh Ferns

Presence shows whether someone is currently available for chat, and it controls who receives chat request notifications.

There are three presence states:

Online

You are Online when the system can see you’re currently using the portal/app.

  • You’ve interacted with the app in the last 5 minutes (for example: clicking, typing, moving the mouse in the portal window).
  • While you’re Online, chats can be started with you and you can receive chat requests.

Away

You are Away when you haven’t interacted with the portal/app for 5 minutes, or when a technician manually sets themselves to Away.

What this means depends on who you are:

  • Technicians (TECH Portal):
    If a technician is Away, they still receive chat notifications (new chat requests and new messages).
  • Clients (Client Portal):
    If the system sets a client to Away due to inactivity, they won’t receive new chat requests.

Offline

You are Offline when you are not connected to the live chat service.

Common reasons:

  • You’ve closed the portal tab/window
  • You’re not signed in

Presence for Clients (Client Portal)

Client presence is automatic (clients can’t manually change it).

  • If you are actively using the Client Portal, your presence becomes Online.
  • If there is no activity for 5 minutes, your presence switches to Away.
  • When you close the Client Portal tab/window, your presence becomes Offline.

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