If you're part of a care team or responsible for working on cases in Sprout, you can set your availability status to control whether you receive new case assignments. Your status appears throughout Sprout — in case assignment, User Teams dropdowns, Conversation details, and (for managers on Advanced plans) the queue agent status panel.

Available on all plans. Setting your status is available to all subscribers and trial users.

Status definitions

Status	What it means	How it's set
Available	You're online and can receive new case assignments	Set manually, or automatically when you return to Sprout after being Offline
Unavailable	You're online but should not receive new case assignments (e.g., on break, in a meeting, doing admin work)	Set manually by you
Offline	You're not currently using Sprout	Set automatically by the system when you're inactive — you cannot manually set yourself to Offline

How to change your status

Click your initials in the bottom-left corner of Sprout.
In the menu that appears, find the status dropdown below your name.
Select Available or Unavailable.

Your status updates immediately and is visible to your team throughout Sprout.

How automatic status changes work

Your status doesn't only change when you manually update it. The system also transitions your status automatically based on your activity:

If you set yourself to Unavailable and then go idle:

After 30 minutes of no activity in Sprout, your status changes to Offline.
When you return to Sprout (any click, scroll, or interaction), your status automatically resets to Available.

If you set yourself to Unavailable but remain active in Sprout:

After 30 minutes of continuous activity, your status automatically resets to Available — even though you didn't manually change it.
This means you will start receiving case assignments again without explicitly opting back in.

⚠️ Important for care teams: If you need to remain Unavailable for longer than 30 minutes while still using Sprout (e.g., you're doing admin work, training, or working in the Salesforce iFrame), you'll need to re-set your status to Unavailable every 30 minutes. There is currently no way to remain Unavailable indefinitely while active.

If you log out of Sprout:

Your status immediately changes to Offline.

If you're idle for an extended period without logging out:

After approximately 3–5 minutes of no activity following your last interaction, the system transitions you to Offline.

How activity is detected

Sprout monitors activity through browser-level signals:

Your browser sends a heartbeat ping approximately every 1 minute while you're active.
Each ping extends your "active" window by 3 minutes.
A background job runs every 5 minutes to evaluate whether users should be transitioned to Offline or Available based on their activity and status timers.
Activity includes: clicks, keystrokes, scrolling, and tab visibility changes.
Salesforce iFrame activity counts as active use. If you work in the Sprout reply component inside Salesforce, that registers as active Sprout usage and will trigger the 30-minute override.

Status and case routing

Your status directly affects whether cases are automatically assigned to you:

Your status	Automatic case assignment?
Available	✅ Yes — you're eligible to receive new cases from team queues
Unavailable	❌ No — you're excluded from automatic assignment
Offline	❌ No — you're excluded from automatic assignment

Note: If you go Offline while cases are assigned to you, those cases are released back to the team queue so another Available agent can pick them up.

Using status on mobile

Your status is visible in the Sprout mobile app (iOS and Android) and reflects whatever is set on web. However, you cannot change your status from the mobile app — status changes must be made from the web app.

For managers: Monitoring agent status (Advanced plan)

If you're a Super Admin, Admin, Care Manager, or Care Admin on an Advanced plan, you can view your team's real-time availability directly from the queue:

Navigate to any Case Queue.
Click the agent status dropdown at the top of the queue.
View each agent's:
- Current status (Available, Unavailable, or Offline)
- Time in status (how long they've been in their current state — available for Available and Unavailable agents)
- Open case count (number of cases currently assigned to them)

If you manage multiple teams, the Default Queue can display statuses across all selected teams in one view.

How can I monitor agent availability and capacity in Sprout

Audit trail logging

Every status change — whether manual or automatic — is recorded in the Customer Audit Trail as a USER_STATUS_CHANGED event. The log entry includes:

Timestamp
User email
Previous status
Current status
Event source (USER or SYSTEM)
IP address and location

This enables care managers and compliance teams to track agent adherence to schedules and verify availability patterns over time.

→ What's included in audit trail logs?

FAQ

Can I set a custom status message (like "In a meeting" or "On lunch")?
No. Sprout only supports Available and Unavailable. You cannot add a custom text status or reason.

Can an admin or manager change someone else's status?
No. Each user controls their own status. Managers can view statuses but cannot override them.

Why did my status change back to Available without me doing anything?
If you were set to Unavailable and remained actively using Sprout for 30+ minutes, the system automatically transitions you to Available. This is the intended behavior — the system interprets extended active usage as a signal that you're ready to receive work. You'll need to re-set yourself to Unavailable if that's not the case.

Can I stay Unavailable for more than 30 minutes?
Not in a single stretch while active. If you're actively using Sprout, you'll be automatically transitioned to Available after 30 minutes. If you're idle (not using Sprout), you'll be transitioned to Offline after 30 minutes instead. In either case, the "Unavailable" state has a maximum duration of 30 minutes.

Does status affect anything besides case routing?
Yes. Your status indicator (green dot = Available, yellow dot = Unavailable, gray dot = Offline) appears in:

Case assignment modals (so assigners can see who's available)
User Teams dropdowns
Conversation details (so collaborators know who's online)
The queue agent status panel (managers only, Advanced plan)

I'm working in the Salesforce iFrame — does that keep me "active"?
Yes. The Salesforce iFrame IS the Sprout web app (same codebase). Any interaction within the iFrame registers as Sprout activity, which means the 30-minute override applies even if you never visit Sprout directly.

Is there a way to disable the 30-minute auto-override?
Not currently.

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How do I set my status in Sprout?

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