Being a Front office agent means being available for chats on your website when being Online. You can also chat internally with your colleagues, regardless status Online or Away.

Being a Back office agent means not being available for chats on your website, though, you can still be logged in to the ImBox client and chat with your colleagues, regardless status Online or Away. An agent who is Front office can transfer a chat to you, even if you are a Back office agent - IF you are Online.

An agent with the status Away will never be available to chat with visitors on your website.