What Status Controls
Status affects live transfers only.
When a contact is marked:
Available → Abby will attempt transfers.
Unavailable → Abby will skip transfer attempts and follow other configured call handling actions (such as taking a message, sending voicemail, or scheduling).
Status does not change business hours. Company hours and contact availability are separate systems.
The Four Status Types
1. Current Status (Real-Time Toggle)
The toggle at the top of your portal shows your current status and controls your immediate availability.
Use this when:
Heading into a meeting
Stepping away briefly
Returning and ready to take calls
Changes take effect instantly.
2. Status Overrides
Status Overrides allow you to set availability changes immediately or in advance.
You can:
Choose Available or Unavailable
Set start time (now or later)
Set end time (duration or specific time)
Once the scheduled period ends, Abby automatically reverts to your normal recurring schedule.
Best for:
Meetings
Vacations
Planned time off
Holidays
3. Recurring Status (Your Baseline Schedule)
Recurring Status defines your normal weekly availability.
By default, new contacts mirror your company business hours. Once customized, your recurring schedule becomes independent.
You can:
Set different availability for each day
Create recurring lunch breaks
Define regular weekly patterns
Recurring status applies whenever no scheduled override is active.
4. Status Templates
Templates allow you to save commonly used availability setups.
Examples:
“In Court”
“On-Site Visit”
“Out Sick”
“Vacation Day”
Templates create scheduled statuses using saved settings and notes.
How Status Priority Works
If multiple settings overlap, Abby follows this order:
Current Status/Toggle (highest priority)
Status Override
Recurring Status
This ensures temporary changes always override your baseline schedule.
Live vs AI Differences
Both AI and Live Receptionists follow status availability for transfers.
However:
Live Receptionists can see status notes and advanced instructions.
AI Receptionist does not read status notes.
Advanced settings (such as “Transfer only VIP callers”) apply only to Live Receptionist services.
Where to Manage Status
You can update availability from:
Top of Portal – Quick toggle for real-time changes.
Contacts → Edit → Call Handling – Manage recurring schedule, scheduled statuses, and templates.
Admin View – Manage availability for other team members.
Common Scenarios
Out for Lunch
Toggle to Unavailable before leaving. Toggle back when you return.
Vacation Tomorrow
Create a Scheduled Status for tomorrow from 8 AM–5 PM.
Weekly Work Hours
Set a Recurring Status for Monday–Friday, 8 AM–5 PM.
Company Closed but Still Showing Available
Business hours do not automatically override contact availability. Add a scheduled status for holidays if needed.
Troubleshooting
Abby tried to transfer even though I was unavailable.
Check that your Current Status was changed and that no scheduled status has expired.
The business is closed but I’m still showing Available.
Company hours and contact status are separate. Update contact status for that day.
I can’t see my scheduled status.
Ensure the start date has not already passed.
Best Practices
Review recurring schedules quarterly.
Use scheduled statuses for planned time off.
Use templates for repeated availability changes.
Test routing after major availability updates.