Currently, setting an agent’s status to Away in RingCX suppresses all inbound interactions across all channels (Voice, SMS, Chat, Email). We request the ability to configure channel-specific availability or status toggles at the agent level (for example: Available for SMS/Digital, Away for Voice).

Business Impact & Use Case:

Testing & Onboarding: Teams testing new digital channels (like SMS) need agents to receive inbound test messages without taking live inbound phone calls.

Operational Flexibility: In day-to-day operations, supervisors often need agents to focus on asynchronous channels (SMS, Email, Chat) without being interrupted by real-time voice calls, without having to completely remove and reassign agents from voice queues.

Current Workaround & Limitations:

To achieve SMS-only availability today, administrators must manually unassign agents from Inbound Voice Queues or set their Voice Capacity to 0. This creates administrative overhead and is prone to human error when switching agents back to normal voice operations.

Requested Solution:

Provide channel-level presence toggles in the agent interface or routing configuration—allowing agents or supervisors to select which specific interaction channels (Voice, SMS, Chat) an agent is active for while in an "Available" state.