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CloudTalk Phone displays several user statuses to show your current availability in the app. This article explains what each status means and how they affect your calling experience.
User level: Admin, Agent, Supervisor

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Status Indicator

Your current status is always visible as a colored label in the top-right corner of CloudTalk Phone, both on the dialpad and on your Profile screen. Click the label to change your status at any time.

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Online (green)

You are online and fully available. All functions of the app are active, including the dialer, calls, and contacts.

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Offline (red)

You are offline and cannot make or receive calls until you set yourself back to Online.

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Idle statuses

Because Idle covers many situations, you can pick a label that tells your team why you’re away:
  • Idle – general unavailability, no specific reason
  • Busy – focused on other work
  • Break – short pause
  • Lunch – lunch break
  • Meeting – in a meeting
  • Training – attending training
All idle statuses behave the same for call routing: your admin’s Idle settings (see Idle Status Behavior below) determine which calls can still reach you, regardless of which label you pick. The label appears to admins and supervisors in real-time reports as your Status name.
If none of the predefined labels fits, select Add custom idle and type your own short description (for example, “1:1 with manager”). Custom idle statuses follow the same routing behavior as any other idle status.

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Idle Status Behavior

Admins can choose what types of calls should still reach a user who is set to Idle. This setting is available in the Dashboard under Settings > General > Status settings.

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Available options

  • Internal calls Only Internal calls, Warm transfers and Call Monitoring invitations will be routed to Idle users. External inbound calls and calls from queues or groups will not reach the user.
  • Internal and Direct calls The user will receive internal calls as well as direct external calls. Direct calls include Call to Agent and Call to Preferred Agent. The user will not receive calls coming through call queues or call groups.
  • No calls
    The user will not receive any type of inbound call while they are set to Idle. This includes internal calls, direct calls and calls from queues or groups.

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How this affects routing

This setting lets admins define how Idle status works for their team. A user can remain logged in without being fully available for all inbound traffic. Depending on the selected option, they may receive no calls at all, only internal communication, or internal and direct calls while avoiding calls from groups and queues.

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Idle Status Type and Status Name

Since the Idle status covers so many different situations, we have introduced the option for agents to select or customize a description for their idle status change. In our data, we refer to this descriptor as the status name.

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Where can I see Status name in my Analytics?

In real time agent reports, admin and supervisors can select one or more groups to see a table with agent status information. There are separate columns for the Status type and Status name. Only the type idle may have a Status name which differs from the Status type, since status types of online and offline do not provide the option for agents to add additional context.
This means that giving agents the option to write-in their own status name will not complicate your data. The status type of idle does not change. Status name serves only to provide additional context for why an agent has set this status type.
Example: Status Type vs. Status Name Say there are five agents in a group. Three agents have set their status to idle. Of these three “idle” agents, one did not add or choose a description for her idle status, the second was completing mandatory training, and the third was taking part in a monthly meeting. Your data columns might look something like this: Busy is the default Status name when a description is not chosen or entered for an idle Status type.

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How do I change my status?

  1. In CloudTalk Phone, click your current status in the top-right corner of the app (for example, Online).
  2. In the Set your status menu, select your new status: Online, Offline, or one of the predefined Idle statuses (Idle, Busy, Break, Lunch, Meeting, Training).
  3. To use your own idle description instead, select Add custom idle and type a short description.
Be aware that what you set as your idle status will remain until you or a supervisor change it. Logging out and back in will change your status to Online.
💡 Tips for Custom Idle Descriptions
  • Keep your descriptions short: the limit is 30 characters (including spaces). If you reach the limit, the green counter beside the text box will change to red 0/30.
  • Save time by reusing recent statuses: we automatically store the last four custom descriptions you created on the interface you’re logged into.
Note: If you use CloudTalk in multiple browser tabs or with an integration such as HubSpot, only one tab is active at a time. This tab manages all incoming calls, notifications, and status updates.The first tab you open becomes active. Closing or refreshing it automatically transfers the active session to another open tab. Simply switching to or refreshing a different tab will not make it active. You can still make outbound calls from any tab; when you do, that tab becomes active.Learn more in Smart Call Switching Across Tabs & Apps

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Changing an agent’s status as a supervisor

This feature is rolling out to Enterprise plans first.
Supervisors can switch an agent between Online and Idle without asking them to do it. This helps when an agent forgot to go Online after a break, or needs to be taken out of call routing.
  1. In the Dashboard, go to Users.
  2. Find the agent and click their status in the Status column. The menu shows the agent’s current status (for example, Agent is Online).
  3. Select Set agent as Idle, then pick the Idle status to show: Idle, Busy, Break, Lunch, Meeting, or Training. To bring an idle agent back, select Set agent as Online.
You can only change the status of agents who are signed in. Agents who are Offline don’t have the status menu. What happens next:
  • The agent sees a notice in CloudTalk Phone with the name of the person who changed their status, and the previous and new status.
  • Every status change made by a supervisor is logged, with who made it, the old and new status, and the time.
Who can change other agents’ status depends on role permissions. If you don’t see the option, ask your admin to check your role.

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FAQ

  • Why do I not receive incoming calls in other open tabs?
    • Only one browser tab can be active at a time. If you have multiple CloudTalk Phone tabs open, only the first one you opened will receive incoming calls. To change which tab is active, close or refresh the current one.
  • How long does my Idle status description stay like that? Is there a time limit?
    • You must manually change back your Idle status when it no longer applies. It will not “expire” by itself unless you log out and back in (status changes to Online), or a supervisor changes it for you.
  • Why are my four most recent custom descriptions not what I remember, or missing?
    • Your recents save based on where you made them. Your recent custom statuses are saved per interface (desktop app vs browser). If you log in on another device, you may not see the same recents.
  • Can I copy/paste emojis into my custom status description?
    • Yes!
  • Why can’t I find the status change option on my CloudTalk Go mobile app?
    • This feature is currently only accessible via our desktop app.
  • Does my Slack or Microsoft Teams status sync with CloudTalk?
    • No. CloudTalk agent status is set only by the CloudTalk app. It does not sync with third-party presence tools like Slack or Microsoft Teams. Setting a “Break” status in Slack, for example, will not change your CloudTalk status.
Need help or have a question? Just reach out through our Support portal — we’re here for you.