How to create custom awa_presence_state for specific group members and specific service channels on Virtual AgentSummaryCreate or modify the availability states that agents use to indicate whether they can receive work or are offline or away. Agents set these states in their Agent Workspace Inbox. Refer to the Document to understand how to configure the presence state. But if the requirement is to create a custom Available state for specific groups and specific service channels this document explains the procedure to do it. ReleaseAllInstructionsTo create a custom presence state navigate to "awa_presence_state" tableCreate a new presence state Check the "Available to receive work items" check boxAdd the service channels that are to be configured for the specific group membersUncheck Apply All Groups checkbox and "Apply to groups" slush bucket is visible nowSelect the specific groups for which the present state is to be configured. From the above screenshot, The Custom "Available " state is visible for "case" service channel and for the group "Agent chat Group".Related LinksIf the "Show Channels" checkbox is checked, The agent will have the provision to select the channel from which he wants to receive the work items. Role required: awa_admin or admin. Users with the awa_manager and awa_agent roles can review the presence states.