Search and Availability

Resool has a command menu that searches the whole workspace from anywhere: contacts, conversations, pages, settings and your other workspaces. It also lets you run quick actions like inviting teammates or switching language. Your availability status (Online, Away or Offline) tells your team whether you're working and decides whether new conversations can be assigned to you automatically.

#How to search with the command menu

1. Press ⌘K on Mac or Ctrl+K on Windows. You can also choose Keyboard shortcuts from the Help menu at the bottom of the left navigation.
2. Start typing. Results appear in groups:
   • Contacts: contacts whose name, email or phone matches (from 2 characters).
   • Conversations: conversations with a contact whose name matches (from 2 characters).
   • Go to: pages such as the Inbox, Contacts, Reports or Workflows.
   • Settings: settings pages such as Channels, Members or Snippets.
   • Actions: Invite teammates, switch the language to English or Arabic, or sign out.
   • Switch workspace: your other workspaces, if you belong to more than one.
3. Use the arrow keys to move, Enter to open and Esc to close.

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Any page › press ⌘K, then type a contact name

The Command menu with "Type a command or search…" filled with a name, and result groups Contacts (two contacts), Conversations (one conversation), Go to and Settings, with the move/open/close hints at the bottom.

File: screenshots/search-and-availability-command-menu.png

You only see results you have access to. For example, contacts appear if you can view contacts, and conversations appear if you can view the inbox.

#Search inside a module

Some pages have their own search for deeper results:

• Inbox: search contacts, messages and notes. See Conversation views and filters.
• Contacts: search by name, email or phone. See Contacts overview.
• Team chat: Search messages in your channels and direct messages. See Team chat.

#How to set your availability

1. Click the status button at the bottom of the left navigation. The dot on your profile picture shows your current status.
2. Under Your status, choose:
   • Online: you're working and can receive new conversations automatically.
   • Away: you're on a break. You stay signed in, but new conversations aren't auto-assigned to you.
   • Offline: you're not working. New conversations aren't auto-assigned to you.

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Any page › status button at the bottom of the left navigation

The open Your status menu with Online (green dot, selected), Away (amber dot) and Offline (grey dot).

File: screenshots/search-and-availability-status.png

Your teammates see your status on the Dashboard's Team members card, in assignee lists and next to your picture. Online members also show since when they've been online.

You can also change your status in your profile and in the mobile app.

#How availability affects auto-assignment

When a channel has auto-assign turned on, Resool assigns each new conversation only to members who are:

• Online, and
• currently have Resool open in a browser tab or the mobile app, and
• allowed to reply to and see that conversation.

If you chose Online but close every Resool tab and the app (or lose your connection), you show as Offline to your team after a short time and stop receiving new conversations automatically. When you open Resool again, you're back online. See Channel settings to set up auto-assign.

#FAQ and troubleshooting

#Why am I not getting new conversations assigned automatically?

What you can do:

• Check that your status is Online.
• Keep a Resool tab or the mobile app open.
• Ask an admin to check that auto-assign is on for the channel and that you're in the team the channel routes to.

#A teammate shows Offline but says they're online

They probably have no Resool tab or app open, or their connection dropped. Their status returns to Online when they open Resool again.

#Why don't I see contacts in search?

Contacts appear only if your role can view contacts. Some roles see contact emails and phone numbers partly hidden. Ask a workspace Owner or Admin to check your role.

#Does Away stop my notifications?

No. Status only affects auto-assignment and what your team sees. To change notifications, see Notification settings.

#What's next?

• Assigning conversations
• Channel settings
• Keyboard shortcuts
• Notifications