Verify Busy Status

Your account is marked as "busy" whenever you're connecting to a new Call/Chat or actively engaged with a customer. This ensures you won’t receive additional Calls or Chats while you’re in a reading, allowing you to focus on your current session without interruptions.

On your Call/Chat Monitor, you'll see messaging indicating when you are in a "reserved" or "busy" status. During this time, your status will appear as busy while customers have up to two minutes to add funds and initiate the reading.

Keep in mind that there are various reasons a customer may not proceed at this step—they may encounter issues adding funds or simply decide not to move forward with the session.

Advisors can always verify their status and remove the busy reservation as needed from their account easily through their dashboard. To do this, go to My Keen and select Verify Busy Status in the My Availability section.

Advisor Locking

Advisor Locking—often called "Reserves" by Advisors—is a feature that temporarily marks your account as "Busy" while a customer gets ready to connect after starting a reading. This also applies to Arranged Calls and Chats.

The main purpose of this feature is to prevent multiple customers from attempting to initiate a reading with the same Advisor simultaneously. Additionally, it gives customers time to confirm their number or add funds before starting the conversation. However, please keep in mind that customers may change their minds during this process and cancel the initiated reading, which would result in your busy status clearing without a call or chat request coming through. In this case, your status will automatically clear after the two-minute hold time expires.

If your status is set to busy due to a customer connecting, a message will notify you. Your status will stay in the busy status as you connect and read for your customer. Calling Advisor Support from the phone number associated with your account will also change your status to Busy to prevent being interrupted. Please note that doing test calls will also set your account to busy. Once the call with Advisor Support or the test call is complete, your status will automatically clear. 

Stuck on Busy Error

In rare cases, you may notice that your status remains "Busy" even after your last conversation has ended or after the guaranteed two-minute hold time has passed. If this happens, we highly recommend manually clearing your status to reset your availability.

To Clear Your Busy Status

To verify and change your status: go to My Keen > Select Details next to My Availability to openyour Availability Manager > Select the Change Status tab.

Click Verify Busy Status to check your status. It will display one of the following:

1. Your status is clear and is Not Busy

2. Your status is Busy on a conversation. Click the link provided to clear your status.

DO NOT reset your busy status when your monitor is ringing or active on a Call or Chat – this can result in issues such as: 

• Being shown as available when you are in a conversation, which can result in another customer attempting to contact you during your active conversation
• Disconnecting the active conversation
• Inability to connect to the incoming Call/Chat request
• Technical issues during or after the conversation