diff --git a/app/assets/javascripts/webchat/library.js b/app/assets/javascripts/webchat/library.js
index 2adca0f4b..738191702 100644
--- a/app/assets/javascripts/webchat/library.js
+++ b/app/assets/javascripts/webchat/library.js
@@ -62,13 +62,17 @@
                     state="AVAILABLE"
                   }
                   if (result.status == "busy"){
-                      state="BUSY"
+                      state="AVAILABLE"
                   }
                   if (result.status == "offline"){
                       state="UNAVAILABLE"
                   }
             }else{
-              state="UNAVAILABLE"
+              if (result.status == "busy"){
+                  state="BUSY"
+              }else{
+                state="UNAVAILABLE"
+              }
             }
           }else{
             state = "UNAVAILABLE"
diff --git a/lib/webchat.yaml b/lib/webchat.yaml
index 9d73805eb..38eb5c7f0 100644
--- a/lib/webchat.yaml
+++ b/lib/webchat.yaml
@@ -1,40 +1,40 @@
 - base_path: /government/organisations/hm-revenue-customs/contact/child-benefit
   open_url: https://tax.service.gov.uk/ask-hmrc/webchat/child-benefit
-  availability_url: https://hmrc-uk.digital.nuance.com/tagserver/launch/agentAvailability?agentGroupID=10006859&siteID=10006719&businessUnitID=19001235
+  availability_url: https://hmrc-uk.digital.nuance.com/tagserver/launch/agentAvailability?agentGroupID=10006859&siteID=10006719&businessUnitID=19001235&q-thresh=1.2
   open_url_redirect: true
 - base_path: /government/organisations/hm-revenue-customs/contact/income-tax-enquiries-for-individuals-pensioners-and-employees
   open_url: https://tax.service.gov.uk/ask-hmrc/webchat/income-tax-enquiries-for-individuals-pensioners-and-employees
-  availability_url: https://hmrc-uk.digital.nuance.com/tagserver/launch/agentAvailability?agentGroupID=10006852&siteID=10006719&businessUnitID=19001235
+  availability_url: https://hmrc-uk.digital.nuance.com/tagserver/launch/agentAvailability?agentGroupID=10006852&siteID=10006719&businessUnitID=19001235&q-thresh=1
   open_url_redirect: true
 - base_path: /government/organisations/hm-revenue-customs/contact/vat-online-services-helpdesk
   open_url: https://tax.service.gov.uk/ask-hmrc/webchat/vat-online-services-helpdesk
-  availability_url: https://hmrc-uk.digital.nuance.com/tagserver/launch/agentAvailability?agentGroupID=10006860&siteID=10006719&businessUnitID=19001235
+  availability_url: https://hmrc-uk.digital.nuance.com/tagserver/launch/agentAvailability?agentGroupID=10006860&siteID=10006719&businessUnitID=19001235&q-thresh=1.2
   open_url_redirect: true
 - base_path: /government/organisations/hm-revenue-customs/contact/national-insurance-numbers
   open_url: https://tax.service.gov.uk/ask-hmrc/webchat/national-insurance-numbers
-  availability_url: https://hmrc-uk.digital.nuance.com/tagserver/launch/agentAvailability?agentGroupID=10006855&siteID=10006719&businessUnitID=19001235
+  availability_url: https://hmrc-uk.digital.nuance.com/tagserver/launch/agentAvailability?agentGroupID=10006855&siteID=10006719&businessUnitID=19001235&q-thresh=1.2
   open_url_redirect: true
 - base_path: /government/organisations/hm-revenue-customs/contact/self-assessment
   open_url: https://tax.service.gov.uk/ask-hmrc/webchat/self-assessment
-  availability_url: https://hmrc-uk.digital.nuance.com/tagserver/launch/agentAvailability?agentGroupID=10006851&siteID=10006719&businessUnitID=19001235
+  availability_url: https://hmrc-uk.digital.nuance.com/tagserver/launch/agentAvailability?agentGroupID=10006851&siteID=10006719&businessUnitID=19001235&q-thresh=1.2
   open_url_redirect: true
 - base_path: /government/organisations/hm-revenue-customs/contact/tax-credits-enquiries
   open_url: https://tax.service.gov.uk/ask-hmrc/webchat/tax-credits-enquiries
-  availability_url: https://hmrc-uk.digital.nuance.com/tagserver/launch/agentAvailability?agentGroupID=10006858&siteID=10006719&businessUnitID=19001235
+  availability_url: https://hmrc-uk.digital.nuance.com/tagserver/launch/agentAvailability?agentGroupID=10006858&siteID=10006719&businessUnitID=19001235&q-thresh=1
   open_url_redirect: true
 - base_path: /government/organisations/hm-revenue-customs/contact/vat-enquiries
   open_url: https://tax.service.gov.uk/ask-hmrc/webchat/vat-enquiries
-  availability_url: https://hmrc-uk.digital.nuance.com/tagserver/launch/agentAvailability?agentGroupID=10006860&siteID=10006719&businessUnitID=19001235
+  availability_url: https://hmrc-uk.digital.nuance.com/tagserver/launch/agentAvailability?agentGroupID=10006860&siteID=10006719&businessUnitID=19001235&q-thresh=1.2
   open_url_redirect: true
 - base_path: /government/organisations/hm-revenue-customs/contact/customs-international-trade-and-excise-enquiries
   open_url: https://tax.service.gov.uk/ask-hmrc/webchat/customs-international-trade-and-excise-enquiries
-  availability_url: https://hmrc-uk.digital.nuance.com/tagserver/launch/agentAvailability?agentGroupID=10006861&siteID=10006719&businessUnitID=19001235
+  availability_url: https://hmrc-uk.digital.nuance.com/tagserver/launch/agentAvailability?agentGroupID=10006861&siteID=10006719&businessUnitID=19001235&q-thresh=1.2
   open_url_redirect: true
 - base_path: /government/organisations/hm-revenue-customs/contact/employer-enquiries
   open_url: https://tax.service.gov.uk/ask-hmrc/webchat/employer-enquiries
-  availability_url: https://hmrc-uk.digital.nuance.com/tagserver/launch/agentAvailability?agentGroupID=10006854&siteID=10006719&businessUnitID=19001235
+  availability_url: https://hmrc-uk.digital.nuance.com/tagserver/launch/agentAvailability?agentGroupID=10006854&siteID=10006719&businessUnitID=19001235&q-thresh=1.2
   open_url_redirect: true
 - base_path: /government/organisations/hm-revenue-customs/contact/online-services-helpdesk
   open_url: https://tax.service.gov.uk/ask-hmrc/webchat/online-services-helpdesk
-  availability_url: https://hmrc-uk.digital.nuance.com/tagserver/launch/agentAvailability?agentGroupID=10006856&siteID=10006719&businessUnitID=19001235
+  availability_url: https://hmrc-uk.digital.nuance.com/tagserver/launch/agentAvailability?agentGroupID=10006856&siteID=10006719&businessUnitID=19001235&q-thresh=1.2
   open_url_redirect: true
diff --git a/test/presenters/contact_presenter_test.rb b/test/presenters/contact_presenter_test.rb
index 2afb391ac..571c99c78 100644
--- a/test/presenters/contact_presenter_test.rb
+++ b/test/presenters/contact_presenter_test.rb
@@ -88,7 +88,7 @@ def schema_name
       schema = schema_item("contact_with_webchat")
       presented = present_example(schema)
       assert_equal true, presented.show_webchat?
-      assert_equal presented.webchat.availability_url, "https://hmrc-uk.digital.nuance.com/tagserver/launch/agentAvailability?agentGroupID=10006852&siteID=10006719&businessUnitID=19001235"
+      assert_equal presented.webchat.availability_url, "https://hmrc-uk.digital.nuance.com/tagserver/launch/agentAvailability?agentGroupID=10006852&siteID=10006719&businessUnitID=19001235&q-thresh=1"
       assert_equal presented.webchat.open_url, "https://tax.service.gov.uk/ask-hmrc/webchat/income-tax-enquiries-for-individuals-pensioners-and-employees"
     end
   end