Availability Updates Automatically

Now your team’s availability updates itself on web and mobile. With presence detection, Help Scout automatically sets teammates as Active or Away based on whether they are using the app, so there is no need to toggle status manually.

This is especially important when you're using Routing. Conversations are assigned only to people who are actually available, which means fewer missed assignments, better load balancing, and a smoother experience for both your team and your customers. Teammates can still set themselves as Away when needed, like for PTO, and those settings will not be overridden.