Orivio manages your live chat availability automatically, ensuring visitors only see you as online when you are truly ready to help. This article explains how your online status is determined, what visitors see when no one is available, and how to adjust your settings for the best experience.
How Online Status Works
You are not considered online for live chat just because you are logged in. Orivio checks three separate conditions before showing you as available to visitors. If any one of these fails, you are offline—even if you are still at your computer.
The Three Conditions
All three of these must be true at the same time for you to be online:
Your Status is set to available (not Away).
The current time falls inside your Working hours, in your chosen Timezone.
You have been active recently, if you have turned on Auto-offline.
If any condition is not met, you will appear offline to visitors. This is why you might be logged in but still not shown as available.
Tip: If you are unexpectedly offline, check all three conditions—Status, Working hours, and Auto-offline.
Your Status Toggle
You control your Status in your availability settings. Setting your Status to Away stops new conversations from being assigned to you. Chats will route to the rest of your team. To become available again, turn Away off. New accounts start as available by default.
Working Hours
Your Working hours define when you are available for chat. You can:
Set a start and end time for each day.
Switch individual days off entirely (weekends are off by default).
Adjust your Timezone to match your location.
New accounts start with Monday to Friday, 09:00 to 17:00. If your Timezone is incorrect, your hours will apply at the wrong times. Outside your Working hours, you are offline—even if your Status is available. If you work evenings or weekends, widen your hours so you are visible to visitors when you want to be.
Auto-offline
Auto-offline is optional. Use Mark me away after to set a period of inactivity after which you are marked as away. This prevents new conversations from being assigned to you if you forget to log out. By default, this is set to Never, so you are not marked away automatically. Your activity is updated as you work in the chat area.
What Visitors See When Nobody Is Online
If no agent on your team is online, visitors who request a human see a notice in the chat widget: all agents are currently offline and their message will be seen when the team returns. They also receive an automatic reply:
"Thanks for reaching out. Our team is currently offline. We'll get back to you as soon as possible."
Their message is saved and waits in the inbox for the team to pick up. Nothing is lost.
How Team Availability Works
Orivio checks availability across the whole team. If at least one agent passes all three conditions, the team is online and visitors do not see the offline notice. Only when every agent fails at least one condition does the team show as offline.
Note: Status changes are not always instant for visitors. Orivio caches the team's online state for about 30 seconds. Allow up to half a minute for changes to take effect.
Common Situations
Logged in but offline: Check all three conditions—most often, it’s your Working hours or Status set to Away.
Hours seem wrong: Double-check your Timezone.
Working late but team shows offline: Extend your Working hours to cover your actual schedule.
Changed Status but no effect: Wait up to 30 seconds for the change to show.
Don’t want new chats assigned: Set Status to Away; chats will route to the rest of the team.
Where to Change Your Settings
Your availability settings include three sections:
Status (set to available or Away)
Auto-offline (Mark me away after)
Working hours (including Timezone)
Adjust these as needed and use Save working hours to store your schedule.
Understanding how Orivio manages agent availability helps you control when you are visible to visitors and ensures your team delivers timely support. Check your settings regularly to stay in sync with your working patterns.