You won’t be able to change your status to “Away” if you have active Conversations. This means if you have an active chat, or are on a phone call, you will not be able to change your status. Check your My Customer list for any active Conversations. If you have no active Conversations but still can’t change your status, try going unavailable on your Channels and try to change your status again.
If you’re an Agent, work with your manager to understand what you need to do if you need to immediately step Away while actively helping Customers but you are unable to because you can’t change your status to “Away.