Rep availability and chat capacity | Stand Feature Reference

01

The four parts of human eligibility

Condition	Required state
Availability intent	The rep has explicitly turned Available on. Turning it off prevents new assignments without erasing the saved chat-limit preference.
Site coverage	I chat here is enabled for the matched Site. A rep can be Available generally but ineligible for a Site they do not cover.
Capacity	The number of active human chats is below the rep’s selected concurrent-chat limit.
Reachability	A healthy dashboard connection continues sending availability heartbeats. A stale or unreachable rep is removed from new matching.

02

Set availability and capacity

Use the Available control in Chats or the shared desktop or mobile availability controls. The change is broadcast to other open Stand tabs immediately.
Choose a concurrent human-chat limit from 1 through 20. New reps default to 2.
The chosen limit is saved as the rep’s intent and survives turning availability off and back on.
Use Dashboard → Sites and enable I chat here for every Site where the rep should personally receive live assignments.
The dashboard status explains whether the rep is accepting chats, at capacity, covered only by a Stand-in, or not accepting chats.

03

At-capacity and active-chat behavior

Stand reserves a human slot when routing a new chat. Once the number of active human assignments reaches the selected limit, the rep remains Available but is excluded from additional human assignments until a slot is released.

An at-capacity rep can continue every already assigned conversation. Stand may route another visitor to a different eligible teammate or AI Stand-in rather than interrupting or reassigning the active chats.

04

Connection loss and automatic restoration

A temporary unhealthy dashboard connection removes the rep from new-visitor matching so a visitor is not assigned to an unreachable browser.
The current dashboard remains on screen and shows a retryable connection state rather than discarding the page.
Returning to a healthy open Chats screen can restore the prior available intent automatically.
Explicitly turning availability off is different: an explicit off state is not silently reversed by a later heartbeat.
A rep can choose whether to receive an alert when Stand automatically pauses availability.

05

Availability and boundaries

Human live chat, availability, and concurrent-chat controls are included on every plan.
The Site must also be registered, enabled, installed, and matched, and the organization must have chat capacity.
I chat here controls personal human coverage only; enabled Stand-ins use their own Site and path coverage.
Availability affects future routing. Turning it off does not end conversations already assigned to the rep.

06

Related features

Chat routing and match status — For every new website conversation, Stand builds an eligible set from the matched Site, organization capacity, Available reps, and enabled AI Stand-ins. It routes to an Available rep first; when Stand-in coverage is active, enabled Stand-ins can cover chats when no rep is Available or every eligible rep is at capacity.
Unanswered-chat fallback — If a live-assigned visitor receives no rep reply for 60 seconds, Stand pauses that rep’s new-chat availability and attempts a controlled recovery. It can continue with the rep’s Stand-in, transfer once to an eligible teammate, or collect an email address for follow-up.
Browser and push notifications — Stand can alert reps about live-chat events in the dashboard and through Web Push on registered devices. Notification preferences choose the event types, while per-device controls show delivery status, send a test, and remove obsolete subscriptions.