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Operators and availability

Operators are the human face of your conversations. They power the team avatars customers see in the widget and decide whether your workspace shows as online. Any workspace owner or admin can be an operator.

Being an operator is not required to use the inbox. Every owner and admin can read and reply either way. Operators are specifically about availability and what customers see.

Add an operator

  1. Open Settings, go to

    Conversations, then Operators.

  2. Select Add operator and pick an eligible workspace member. Only owners and admins qualify.

Adding an operator does not change their role or permissions. New operators start with no availability configured, so set that up next.

Set availability

Open an operator to configure when they count as available. There are two ways, and they combine:

  • Available while using UserJot makes them online whenever they are active in the dashboard, any time of day.
  • Follow a weekly schedule makes them available during set hours in their timezone. The default is Monday through Friday, 9 AM to 5 PM. Use Basic for the same hours every day or Advanced for per-day hours.

Hours are personal, not a single workspace calendar. Each operator has their own timezone and schedule.

Appear offline now overrides both. It is the switch to flip when someone is signed in but should not count as available.

What customers see

Customers see much less than you configure, on purpose:

  • Up to four operator avatars — a photo, or initials when there is none — on the new-conversation screen. No names, titles, emails, or per-person status.
  • A single workspace-level presence: a green Online dot when anyone is online or within hours, or a neutral "Team support" label otherwise. The widget never says "Offline."

If your plan includes Mask public identities and it is turned on, customers see your workspace name and logo instead of operator faces.

Remove an operator

The operator's page has a Remove operator action under Danger zone. It stops them from counting toward availability. Their workspace account is untouched.