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Setting Up Your Agent Profile & Presence

Summary​

In a shared team environment where multiple team members communicate with customers from a single official WhatsApp number, Agent Presence and Profile Settings establish clear accountability, smooth message routing, and balanced workloads.

Each team member can manage their real-time availability status (Online, Busy, or Offline), personalize their customer-facing Display Name, activate automated Name Signatures in chat responses, adjust Audio Chime Alerts, and review their real-time customer satisfaction score (CSAT).

Accessing Personal Preferences​

  1. Log in to your Wabixo dashboard.
  2. In the top-right utility area of the header, click your User Avatar (circle displaying your user icon).
  3. The User Preferences menu expands to show your presence toggles, display name settings, active subscription plan, and session controls.

1. Managing Real-Time Availability (Presence)​

Wabixo's routing engine monitors each agent's presence status to determine whether incoming customer conversations should be distributed to their queue.

A. Online Status​

  • Availability: Indicates you are on duty and actively handling customer inquiries.
  • Routing Impact: Automated distribution algorithms (such as Round-Robin allocation) assign newly arrived unassigned conversations directly to your queue.
  • Auto-Online on Login: Whenever you log in or refresh your browser tab at the start of your shift, Wabixo automatically marks your profile as Online, ensuring you are immediately eligible to receive customer messages.

B. Offline Status​

  • Availability: Indicates your shift has ended or you are off duty.
  • Routing Impact: The routing engine bypasses your account, preventing customer conversations from sitting unanswered in your queue.
  • Permission Safeguard: To ensure uninterrupted customer support during business hours, Administrators can configure whether team members can mark themselves offline. If your custom role does not include the CanMarkOfflineSelf permission, the toggle will remain locked, and you should coordinate shift handovers with your Administrator.

C. Busy Status​

If you need to step away from your desk for a brief break, attend an internal training meeting, or concentrate on an in-depth customer case:

  1. Open the User Preferences menu (or use the Busy switch directly in the top header if visible).
  2. Switch the Busy toggle to ON.
  3. A confirmation notification appears: You are now Busy.

Operational Impact While Marked Busy:

  • You retain full access to all existing conversations currently assigned to you.
  • The routing engine temporarily pauses assigning new incoming conversations to your queue.
  • Once you are ready to accept new customer conversations, switch Busy back to OFF to resume normal message distribution.
  • Note: Toggling Busy status requires the CanMarkBusy permission.

2. Personal Display Name & Message Signatures​

Because your organization communicates through a shared company WhatsApp number, customers cannot automatically identify which team member is assisting them. Wabixo provides personalized agent identification to build trust and rapport.

Setting Your Display Name​

  1. Open the User Preferences menu from your avatar.
  2. Locate the Display Name field.
  3. Enter your preferred customer-facing name (e.g., Sarah or Alex M.).
  4. Click the Save button next to the field to apply your name across the workspace.

Enabling "Include Name in Reply"​

  1. In the User Preferences menu, locate the Include Name in Reply toggle.
  2. Switch the toggle to ON.
  3. A confirmation notification confirms: Name inclusion enabled.

How it works in customer conversations: When you send a message in the Team Inbox:

Yes, we have that item in stock and can arrange same-day delivery!

Wabixo automatically prefixes the message delivered to the customer's WhatsApp:

*Sarah:* Yes, we have that item in stock and can arrange same-day delivery!

This ensures complete clarity for the customer while maintaining full organizational auditability across internal handovers.

3. Audio Chimes & Browser Notifications​

Wabixo plays distinctive sound alerts whenever a new customer message arrives or a conversation is transferred to you, ensuring you never miss time-sensitive inquiries while working in other browser tabs:

  1. Locate the Speaker icon in the top-right header.
  2. Click the icon to toggle sound between Enabled (sound waves visible) and Muted (speaker crossed out).
  3. Your audio preference is remembered locally across browser sessions.

Browser Audio Permission: When logging in to Wabixo for the first time, your browser may request permission to play sound and show desktop notifications. Always click Allow to ensure background alerts trigger reliably.

4. Live CSAT Star Rating Badge​

If your organization has enabled post-resolution customer feedback, the header displays your live Customer Satisfaction (CSAT) rating badge:

  • Header Star Badge: Displays your current cumulative average rating (e.g., ★ 4.8) calculated from closed conversations.
  • Detailed Performance Breakdown: Hovering over the rating pill reveals your performance breakdown:
    • Today: Average rating and review count from conversations resolved today.
    • This Week: Rolling 7-day average rating and cumulative customer feedback volume.

5. Troubleshooting & FAQs​

Problem: You cannot toggle your status to Offline​

  • Why it happens: Your Administrator has configured your custom role without the CanMarkOfflineSelf permission to maintain continuous desk coverage during scheduled shifts.
  • How to fix it: Speak to your Administrator or team lead to update your shift schedule or grant the required permission in Team Management.

Problem: No new incoming customer conversations are being assigned to you​

  • Why it happens:
    1. Your presence status is set to Offline or Busy.
    2. You have reached your organization's maximum active chat capacity limit.
    3. No incoming conversations currently match your department or line assignment.
  • How to fix it:
    1. Check your status in the top-right header and confirm you are Online and not Busy.
    2. Review your open queue in the Team Inbox and mark resolved chats as Solved to free up capacity.

Problem: Sound chimes do not play when a new customer message arrives​

  • Why it happens: The header speaker icon is muted, browser tab audio is blocked, or your computer's system sound is muted.
  • How to fix it:
    1. Click the Speaker icon in the top-right header to ensure it is unmuted.
    2. Check your browser URL bar permissions and ensure sound is set to Allow.
    3. Ensure your operating system allows background audio notifications from your browser.