It would be extremely helpful to our team if we could use Teammate Availability as a condition in our Messenger and Phone workflows. This would allow us to route conversations to a different option if, say, zero teammates are set to Active.
We are a small team, so it sometimes happens that no one is available to take chats or calls during office hours. To prevent customers from having to wait unnecessarily for someone to respond when no one’s available, we have to manually pause our standard workflow and activate an “away” workflow if no one is Active. This takes time and a lot of steps for multiple personnel. Other phone/chat products we’ve used have had the ability to route messages based on agent availability, which simplifies things enormously.
Note: for Phone workflows, Talking should be included in the list of Teammate Availability choices, since that is distinct from Away. We need to be able to send callers to VM if no one is Active but send them to the queue if at least 1 teammate is Talking.