Hi all,
I'm working on configuring Service Operations Workspace (SOW) and have added a custom presence status called "Busy" in the awa_presence_state table. It’s working fine functionally — it appears in the agent's presence selector and updates the status correctly.
However, the color shown in the inbox UI is still green, the same as "Available". I’d like to display a different color (like red or orange) for the "Busy" state to better indicate the agent is not available.
Has anyone successfully:
Customized the presence status colors in SOW?
Overridden the default color mapping for these presence indicators?
Applied CSS changes or found a setting to do this without rebuilding components?
Any guidance or best practices would be appreciated!
Thanks in advance!
