🔴 Why Is My Account Showing as “Busy”?
Your account is marked as Busy whenever:
📞 You are connecting to a new Call or Chat
💬 You are actively engaged in a reading
⏳ A session is being reserved while a customer adds funds
This prevents additional Calls or Chats from coming through so you can focus on your current customer without interruptions.
On your Call/Chat Monitor, you’ll see messaging indicating when you are in a Reserved or Busy status. During a reserve, customers have up to two minutes to add funds and begin the reading.
Please note:
Customers may not proceed during this step. They may experience issues adding funds or simply decide not to move forward. If this happens, your busy status will automatically clear once the two-minute hold expires.
You can manually verify and manage your status at any time through your dashboard.
🔒 Advisor Locking (Reserves)
Advisor Locking—often referred to as “Reserves”—temporarily marks your account as Busy when a customer initiates a reading but has not yet fully connected.
This applies to:
Standard Calls and Chats
Arranged Calls
Arranged Chats
Why This Feature Exists
The reserve system:
Prevents multiple customers from attempting to connect with you at the same time
Gives customers time to confirm their phone number
Allows customers to add funds before the session begins
If the customer cancels or does not complete the process, your status will automatically clear after the two-minute hold time.
Other Situations That Trigger Busy Status
Your account will also show as Busy if:
📲 You are actively connecting to or in a Call/Chat
📞 You call Advisor Support from the phone number associated with your account
🧪 You complete a test call
Once the call ends, your status will automatically clear.
⚠️ Stuck on Busy Error
In rare cases, your status may remain Busy even after:
Your last conversation has ended
The two-minute reserve window has passed
If this happens, we recommend manually verifying and clearing your status.
✅ How to Clear Your Busy Status
Follow these steps:
Go to My Keen
Select Details next to My Availability to open your Availability Manager
Select the Change Status tab
Click Verify Busy Status
You will see one of the following messages:
1️⃣ Your status is clear and Not Busy
No action is needed.
2️⃣ Your status is Busy on a conversation
A link will appear allowing you to clear your status.
🚨 Important
Do NOT reset your busy status if your monitor is ringing or you are actively connecting to a Call or Chat.
Resetting during an active session may cause:
Being shown as Available while already in a conversation
A second customer attempting to connect
Disconnection of the active session
Inability to connect to an incoming request
Technical issues during or after the reading
Only verify or clear your busy status if you are certain you are not actively connecting to or engaged in a session.
If you continue to experience issues with your busy status, please contact Support with details about what you’re experiencing so we can investigate further.