---
title: "Do Agents need to update their Availability if they change their Active status?"
slug: "do-agents-need-to-update-their-availability-if-they-change-their-active-status"
description: "Yes, especially if an Active status is related to helping Customers through different Channels. Learn more in Gladly Help Docs."
updated: 2025-01-16T18:21:44Z
published: 2025-01-30T20:02:30Z
---

> ## 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.

# Do Agents need to update their Availability if they change their Active status?

Yes, especially if an Active status is related to helping Customers through different Channels. If an Active status has an Agent working on Tasks not related to actively answering incoming Customer requests, then they need to make sure they're not available to receive work on any Channel.

*To be****available***is****telling the routing engine that you are ready to receive Customers contacting you through the Channel you are available in. For example, being available for **Voice** (the phone icon button is green) routes you Customers who are calling.******![](https://connect.gladly.com/wp-content/uploads/2023/03/go-available.gif)***To be****unavailable*** is telling the routing engine not to route any Customers waiting on a Channel(s) you made yourself unavailable. For example, going unavailable for **Voice** means you will not be routed calling Customers.**![](https://connect.gladly.com/wp-content/uploads/2023/09/go-unavailable.gif)******