Higher education support: prevent misrouted student inquiries during events

Support agents miss student messages when calendar events mark them busy, causing misrouted inquiries and frustrated students. Updating chat status routes messages to available agents.

Overview

Student inquiries are often misrouted when agents appear available but are actually in scheduled campus events, creating frustrated students and extra manual work for support ops. Keeping chat presence accurate during events eliminates misrouted chats and ensures response times drop dramatically so ops can focus on resolving student issues.

Notable Features

Set chat status from calendar events
Prevent messages to busy agents
Notify supervisors of agent gaps