Overview

Use this article when you need to control which agent states a specific Khoros Care team can select, or when you need to understand why Default log in state cannot be configured differently for different teams.

Khoros Care separates agent state configuration into two different controls:

Configuration need	Where it is configured	What it controls
Make only selected states available to a specific team	Settings > Account Setup > Teams, then the team's Agent States section	Which agent states agents in that team can select
Set the state applied when agents sign in	Settings > Account Setup > General Settings, then the Agent States section	The single Default log in state applied to agents when they sign in

The team-level Agent States selector controls availability only. It does not create a team-specific default login state. The Default log in state control is configured in General Settings and applies as the default state when agents sign in.

For the longer reference procedures, see Set specific agent states for a specific team and Overview of General Settings in Care.

Prerequisites

• You must be an Admin user.
• Enable Agent States must be turned on before agent states can be used for teams.
• The agent states you want to assign to teams must already exist, or you must create them in Settings > Account Setup > General Settings before selecting them for a team.

Solution

Choose the right agent state control

Before changing settings, identify whether you are changing state availability or the login default. These are separate behaviors in Khoros Care.

If your goal is...	Use this control	Why this works
Prevent one team from selecting specific unavailable states, while keeping those states available elsewhere	Team-level Agent States under Settings > Account Setup > Teams	The team setting lets you select which states are enabled for that team.
Set the state automatically applied when agents sign in	Default log in state under Settings > Account Setup > General Settings	The default login setting is the state automatically applied to agents when they sign in.
Use different default login states for different teams	No current Khoros Care configuration setting	The documented team setting controls state availability only, and the documented login default is the General Settings Default log in state.

Configure which agent states are available to one team

Use this procedure when a team should be able to select only certain states. For example, you might want one team to use a smaller set of unavailable states while other teams continue to use the full set.

1. Sign in to Khoros Care as an Admin user.
2. Go to Settings > Account Setup > General Settings.
3. In the Agent States section, confirm that Enable Agent States is turned on.

   Agent states must be enabled before they can be used for teams.

4. In the Unavailable Agent States area, confirm that the states you want to manage exist.
   • To add an unavailable agent state, select + add custom field, enter the state name, and press Enter or select outside the field.
   • To edit an existing state name, double-click the state.
   • To delete an existing state, hover over the state and select the Delete icon.
   • When creating or reviewing a state, configure its behavior deliberately:
     • Allow Conversation Actions: Select this when agents should be able to interact with conversations assigned to them while they are in this state. If this option is not selected, the agent screen is locked and the agent can only change agent states or sign out. A state with this option selected displays as yellow; otherwise, it displays as red.
     • Retain Conversation Ownership: Select this when conversations that expire from an agent's Pending queue should remain assigned to that agent while the agent is in this state. If this option is not selected, conversations that expire from Pending move back to the Available queue.
     • Enable for every team: Select this only when the state should be available and required for all teams.
5. For each state that should be controlled by team, leave Enable for every team cleared.

   Why this matters: When Enable for every team is selected, that state is available and required for all teams. A state that is required for all teams is not a good candidate for team-by-team availability control.

6. Go to Settings > Account Setup > Teams.
7. Locate the team whose available states you want to change.
8. Select the right-arrow icon to expand the team settings.
9. In the team's Agent States section, select the states you want to enable for that team.

   Why this works: This team-level selector controls which states agents in that team can choose. It does not delete the states from the system and does not remove them from other teams.

10. Repeat the team-level selection for any other team that needs a different set of available states.

Important: Do not use Enable for every team for a state that should be unavailable to at least one team. That option is designed for states that must be available and required everywhere.

Configure the global Default log in state

Use this procedure when you want to change the state that is automatically applied when agents sign in.

1. Sign in to Khoros Care as an Admin user.
2. Go to Settings > Account Setup > General Settings.
3. Go to the Agent States section.
4. Find Default log in state.
5. Select the agent state from the Default log in state drop-down menu.

Why this works: Default log in state is the agent state automatically applied to agents when they sign in. It is configured in General Settings, not inside an individual team's settings.

Important: Khoros Care's current documented controls do not include a team-level Default log in state setting. If different teams need to start in different default states, the current controls do not provide that behavior.

Session timeout note: If an agent's session times out while the agent is in an unavailable state, the originally selected unavailable state does not persist into the next session. When the agent signs back in, Khoros Care sets the agent state back to the default agent sign-in state.

Symptom or question	Likely explanation	What to do
A state still appears for a team after you tried to restrict that team's states.	The state may be configured with Enable for every team, which makes the state available and required for all teams.	Go to Settings > Account Setup > General Settings, review that state's settings, and make sure Enable for every team is not selected if the state should be restricted by team. Then review the team's Agent States selection under Settings > Account Setup > Teams.
You changed the team's enabled states, but agents still sign in to the same default state.	The team-level selector changes which states the team can use. It does not control the login default.	Change the account-level Default log in state in Settings > Account Setup > General Settings. If you need a different login default per team, request a product enhancement.
An agent was in an unavailable state before a session timeout, but the agent returns in a different state after signing back in.	The selected unavailable state does not persist after a timeout. The agent state is set back to the default agent sign-in state when the agent signs in again.	Review the global Default log in state and the agent's expected workflow after sign-in.

Frequently asked questions

1. Can each team have a different Default log in state?
   No. The documented team-level setting controls which agent states are available to a team. The documented Default log in state setting is configured in General Settings and applies when agents sign in.
2. Can Khoros Support enable a hidden setting or backend change for team-specific default login states?
   No supported customer-admin or support-side configuration path was identified for team-specific Default log in state values. If your organization needs this behavior, request it as a product enhancement.
3. Can I keep an agent state in the system but remove it from one team?
   Yes. Use the team's Agent States section under Settings > Account Setup > Teams to select only the states that team should use. Do not mark that state as Enable for every team if it should be unavailable to at least one team.
4. Does changing Default log in state remove any states from a team?
   No. Default log in state changes the state applied at sign-in. It does not change the list of states enabled for a team.
5. Does changing a team's Agent States list change Default log in state?
   No. The team list controls availability only. It does not create a team-specific login default.