15 Aug 2025: Inbox availability for all

Ricardo Updated by Ricardo

Inbox availability for all

We've expanded our availability feature to all inbox users, not just those using routing. Now everyone can see when their teammates are online and what they're working on.

What's Changed

Previously, availability status was only visible if you had routing enabled. This meant many teams were missing out on basic presence information that helps with daily coordination. Now, regardless of your routing setup, you can see who's available, who's busy, and who's offline.

Why This Helps

Better Team Coordination: When you can see who's online, it's easier to know who might be able to help with an urgent issue or take on a new conversation. No more guessing whether someone's available or sending messages into the void.

Improved Manager Visibility: Managers can now get a clearer picture of team activity and workload distribution. You can see at a glance who's actively working, which helps with resource planning and identifying when someone might need support.

Smoother Handoffs: Even without formal routing, teams often need to transfer conversations or ask colleagues for help. Being able to see availability makes these informal handoffs more efficient – you know exactly who to reach out to.

How It Works

To switch yourself on as available, you can find the availability toggle on the bottom left of your inbox:

From the moment where you switch yourself to available, everyone in your team sees you as available in the Teammates list above.

If you see:

  • 🟢 Green, that person is available
  • 🔴 Red, that person if unavailable

For managers, there's also an activity view that shows what each team member is currently handling, making it easier to balance workloads and step in when needed.

A Foundation for Better Teamwork

While this might seem like a simple addition, visibility is the foundation of good team coordination. When everyone can see what's happening, teams naturally work better together – whether that's through formal routing systems or just knowing when to tap a colleague on the shoulder for help.

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