Hello @Elizabeth0716. Thanks for contacting Freshworks community. The availability of agents can be activated by agents themselves through the availability button. Alternatively, an admin or a user with admin privileges can activate the availability of an agent from the dashboard or by assuming their identity. Another way to activate agent availability is by enabling the agent shifts feature in the account, which will automatically toggle on the availability of agents. Could you kindly confirm if this information is helpful? If not, please let me know, and we will create a ticket to investigate the issue further, checking the logs and taking appropriate action, given that this issue is occurring frequently.