when does the system list a user as "away"

I am using Hipchat to send messages to my assistant and vice versa. Frequently when I send her a message while she is working on her computer, I find she is listed as "away" by HIpchat.  She did not set this status herself so I don't know what causes it.  So when I send a message to her, she is getting no notification that I sent it so she is not alerted to open the hipchat tab on her browser.  If I have to call her on the office intercom to let her know I sent a message, it defeats the purpose of using Hipchat.  What am I missing here?

1 answer

Hi C. Paige, 

By default, the statuses can be set manually or the application will automatically set the user's status to idle depending on the idle configuration under the client settings. 

In this case, it looks like your colleague has multiple HipChat active sessions which may be affecting her status. 

Please orient the user to access https://hipchat.com/account > Click in "Chat Sessions" and click in "Disconnect" for every active listed session. 

Done that, orient your colleague to log in to the desktop client only and then verify if he/she is showing as "online". 

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