---
title: "Configure Focus Settings"
slug: "configure-focus-settings"
description: "Activate the Focus feature for Agents. Visit Gladly Help Docs to learn more."
updated: 2026-04-03T20:15:39Z
published: 2026-04-03T20:15:39Z
canonical: "help.gladly.com/configure-focus-settings"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Configure Focus Settings

| **REQUIRED USER ROLE** Administrator | **PERMISSION OVERVIEW** [View permissions by role](https://help.gladly.com/docs/managing-users-and-roles#roles-and-responsibilities) |
| --- | --- |

Activate Focus to allow Agents to enter Focus mode and pause the Routing Engine from sending new Customers without needing to go [unavailable](https://help.gladly.com/docs/set-your-channel-availability-to-help-customers/#h-mark-yourself-unavailable-for-a-channel) on any Channel.

## Before you start

Before you activate Focus, we recommend that you first review the following:

- [Understand how Agents use Focus](https://help.gladly.com/docs/agent-experience-for-focus) and how to train them to use it properly.
- Learn how Focus may impact [Agent performance in reports](https://help.gladly.com/docs/how-does-using-focus-impact-agent-performance-on-reports).
- Give your team a general sense of how much time they can spend in Focus mode. This will depend on your operational practices.
- If you’re using [Active Status](https://help.gladly.com/docs/create-active-agent-status), Agents can use Focus and select an Active Status without going unavailable on any Channel.

## Activate Focus

1. Click ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hamburger-menu-icon(2).svg) on the top left corner of the screen.
2. Click **Settings**.
3. Under the **Agent Experience** category, click **Conversation Workflow**.
4. Find the **Focus** section and toggle the Focus button to activate it (toggle is green). ![Focus feature is turned off, with instructions to activate it for agents.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Focus-setting-1024x210.png)
5. Click **Save**.

The **moon** icon becomes available upon activating Focus.

![Task management interface showing a closed task for the Chicago Store.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/activate-focus-mode.png)

## Deactivate Focus

1. Click ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hamburger-menu-icon(2).svg) on the top left corner of the screen.
2. Click **Settings**.
3. Under the **Agent Experience** category, click **Conversation Workflow**.
4. Find the **Focus** section and toggle the Focus button to deactivate it (toggle is gray).
5. Click **Save**.