Configure and manage custom presence

Omnichannel for Customer Service is a paid add-on to Dynamics 365 Customer Service apps that use the Unified Interface. It is available only when you purchase a subscription to Chat for Dynamics 365 Customer Service or Dynamics 365 for Digital Messaging. For information about pricing, see the Customer Service page.

Presence status indicates an agent's availability.

A presence status consists of two elements:

  • Base status: The base presence status which indicates an agent's status. Work distribution system distributes work items to agents according to base statuses. There are five base statuses – Available, Busy, Busy-DND, Away, and Offline. The base statuses are available to be selected as Allowed Presences while creating a work stream.
  • Presence text: The text that is associated with a specific base status. This is the text that is visible to agents.

Out of the box presence statuses

Out of the box, Omnichannel provides the following presence statuses:

  • Available
  • Away
  • Busy
  • Busy - DND
  • Offline

Presence view


You cannot edit or delete these out of the box presence statuses.

Create custom presence status

In addition to the out-of-box presence statuses, admins can configure custom presence statuses for agents. For example, if the agents on your team want to attend a training, you can create a custom Away – In Training presence status.

Follow these steps to create a new presence record.

  1. In the Omnichannel site map, go to Agent Experience > Custom Presence.

    The Active Presences view is shown.

  2. On the command bar, select New to create a presence record.

  3. On the Summary tab, provide the following information:

    1. Name: Enter a name for the custom presence status.
    2. Presence Text: Enter presence text that should be associated with the new custom entity.
    3. Base Status: Select the most applicable base status in the list.
    4. Description: Enter a brief description of the custom presence record.
  4. Select Save to save the new presence record.

custom presence

See also

Understand and create work streams

Understand unified routing and work distribution