❓ Why Did My Availability Change?
Some Advisors have reported seeing their availability change without making any updates themselves.
📞 Missed call or chat requests are the most common reason.
If you miss a call or chat, your availability will automatically switch to Offline. You can manually change your status back to Available at any time.
If your availability is changing and you have not missed a call or chat, follow the steps below to help prevent unwanted status changes.
💻 Steps for Desktop or Laptop
To help keep your availability stable while using Keen on a computer:
🖥️ Stay signed in on only one device and browser.
Being logged in on multiple devices at the same time (for example, the Advisor app and a computer) can cause the call/chat monitor to refresh frequently.
🪟 Keep the call/chat monitor window open.
Closing or minimizing the monitor window can result in a lost connection. It’s okay if the monitor is hidden behind your main Keen dashboard window, but it should remain open.
📂 Avoid using multiple Keen tabs or windows.
Opening Keen in more than one tab or browser window can cause the monitor to refresh and affect your availability.
⚙️ Check your browser settings.
Some browsers automatically put inactive tabs to sleep after a period of time. Make sure your Keen dashboard is not set to go dormant, as this can impact your connection.
📱 Avoid using Keen in a mobile browser.
Using Keen through a mobile browser (on a phone or tablet) may not keep the call/chat monitor consistently active and may delay notifications.
If you plan to use Keen on your phone, we recommend downloading the Keen Advisor App from the Apple App Store or Google Play Store.
📱 Steps for the Keen Advisor App
If you are using the Keen Advisor App:
🔐 Sign in on only one device at a time.
Being logged in on both the app and a computer at the same time can cause the call/chat monitor to refresh and change your availability.
⚙️ Check your device settings.
Make sure your phone is not set to automatically close or restrict apps running in the background. Battery optimization or app sleep settings can interrupt your connection.
📲 Use a supported device.
The Keen Advisor App is optimized for mobile phones. While it generally works well on iPads, other tablets may experience unexpected availability changes.