diff --git a/app/livechat/server/config.js b/app/livechat/server/config.js
index 5cb1a2a75fa..6de0719a1aa 100644
--- a/app/livechat/server/config.js
+++ b/app/livechat/server/config.js
@@ -166,6 +166,12 @@ Meteor.startup(function() {
 		i18nLabel: 'Comment_to_leave_on_closing_session',
 	});
 
+	settings.add('Livechat_enabled_when_agent_idle', true, {
+		type: 'boolean',
+		group: 'Livechat',
+		i18nLabel: 'Accept_new_livechats_when_agent_is_idle',
+	});
+
 	settings.add('Livechat_webhookUrl', false, {
 		type: 'string',
 		group: 'Livechat',
diff --git a/app/models/server/models/Users.js b/app/models/server/models/Users.js
index cc710a124a1..5c818d46864 100644
--- a/app/models/server/models/Users.js
+++ b/app/models/server/models/Users.js
@@ -7,6 +7,23 @@ import { Base } from './_Base';
 import Subscriptions from './Subscriptions';
 import { settings } from '../../../settings/server/functions/settings';
 
+const queryStatusAgentOnline = (extraFilters = {}) => {
+	if (settings.get('Livechat_enabled_when_agent_idle') === false) {
+		extraFilters = Object.assign(extraFilters, { statusConnection: { $ne: 'away' } });
+	}
+
+	const query = {
+		status: {
+			$exists: true,
+			$ne: 'offline',
+		},
+		statusLivechat: 'available',
+		roles: 'livechat-agent',
+		...extraFilters,
+	};
+
+	return query;
+};
 export class Users extends Base {
 	constructor(...args) {
 		super(...args);
@@ -74,14 +91,7 @@ export class Users extends Base {
 	}
 
 	findOnlineAgents() {
-		const query = {
-			status: {
-				$exists: true,
-				$ne: 'offline',
-			},
-			statusLivechat: 'available',
-			roles: 'livechat-agent',
-		};
+		const query = queryStatusAgentOnline();
 
 		return this.find(query);
 	}
@@ -112,29 +122,13 @@ export class Users extends Base {
 	}
 
 	findOneOnlineAgentByUsername(username) {
-		const query = {
-			username,
-			status: {
-				$exists: true,
-				$ne: 'offline',
-			},
-			statusLivechat: 'available',
-			roles: 'livechat-agent',
-		};
+		const query = queryStatusAgentOnline({ username });
 
 		return this.findOne(query);
 	}
 
 	findOneOnlineAgentById(_id) {
-		const query = {
-			_id,
-			status: {
-				$exists: true,
-				$ne: 'offline',
-			},
-			statusLivechat: 'available',
-			roles: 'livechat-agent',
-		};
+		const query = queryStatusAgentOnline({ _id });
 
 		return this.findOne(query);
 	}
@@ -148,30 +142,17 @@ export class Users extends Base {
 	}
 
 	findOnlineUserFromList(userList) {
-		const query = {
-			status: {
-				$exists: true,
-				$ne: 'offline',
-			},
-			statusLivechat: 'available',
-			roles: 'livechat-agent',
-			username: {
-				$in: [].concat(userList),
-			},
+		const username = {
+			$in: [].concat(userList),
 		};
 
+		const query = queryStatusAgentOnline({ username });
+
 		return this.find(query);
 	}
 
 	getNextAgent() {
-		const query = {
-			status: {
-				$exists: true,
-				$ne: 'offline',
-			},
-			statusLivechat: 'available',
-			roles: 'livechat-agent',
-		};
+		const query = queryStatusAgentOnline();
 
 		const collectionObj = this.model.rawCollection();
 		const findAndModify = Meteor.wrapAsync(collectionObj.findAndModify, collectionObj);
diff --git a/packages/rocketchat-i18n/i18n/en.i18n.json b/packages/rocketchat-i18n/i18n/en.i18n.json
index b6e10cb44b5..9dff79f6768 100644
--- a/packages/rocketchat-i18n/i18n/en.i18n.json
+++ b/packages/rocketchat-i18n/i18n/en.i18n.json
@@ -14,6 +14,7 @@
   "%_of_conversations": "% of Conversations",
   "Accept": "Accept",
   "Accept_incoming_livechat_requests_even_if_there_are_no_online_agents": "Accept incoming livechat requests even if there are no online agents",
+  "Accept_new_livechats_when_agent_is_idle": "Accept new livechat requests when the agent is idle",
   "Accept_with_no_online_agents": "Accept with No Online Agents",
   "access-mailer": "Access Mailer Screen",
   "access-mailer_description": "Permission to send mass email to all users.",
diff --git a/packages/rocketchat-i18n/i18n/pt-BR.i18n.json b/packages/rocketchat-i18n/i18n/pt-BR.i18n.json
index ed97b3471a3..36d2dff5ce7 100644
--- a/packages/rocketchat-i18n/i18n/pt-BR.i18n.json
+++ b/packages/rocketchat-i18n/i18n/pt-BR.i18n.json
@@ -14,6 +14,7 @@
   "%_of_conversations": "% de conversas",
   "Accept": "Aceitar",
   "Accept_incoming_livechat_requests_even_if_there_are_no_online_agents": "Aceitar requisições de livechat mesmo que não tenham agentes online",
+  "Accept_new_livechats_when_agent_is_idle": "Aceitar novas requisições de livechat quando o agente estiver inativo",
   "Accept_with_no_online_agents": "Aceitar Sem Agentes Online",
   "access-mailer": "Acessar Tela do Mailer",
   "access-mailer_description": "Permissão para enviar e-mails em massa para todos os usuários.",