diff --git a/lib/online_status_tracker.rb b/lib/online_status_tracker.rb
index 40ec7071b..bc2ed1dbc 100644
--- a/lib/online_status_tracker.rb
+++ b/lib/online_status_tracker.rb
@@ -57,7 +57,13 @@ class OnlineStatusTracker
     return {} if user_ids.blank?
 
     user_availabilities = ::Redis::Alfred.hmget(status_key(account_id), user_ids)
-    user_ids.map.with_index { |id, index| [id, (user_availabilities[index] || 'online')] }.to_h
+    user_ids.map.with_index { |id, index| [id, (user_availabilities[index] || get_availability_from_db(account_id, id))] }.to_h
+  end
+
+  def self.get_availability_from_db(account_id, user_id)
+    availability = Account.find(account_id).account_users.find_by(user_id: user_id).availability
+    set_status(account_id, user_id, availability)
+    availability
   end
 
   def self.get_available_user_ids(account_id)
diff --git a/spec/lib/online_status_tracker_spec.rb b/spec/lib/online_status_tracker_spec.rb
index c2f69ffac..d88298485 100644
--- a/spec/lib/online_status_tracker_spec.rb
+++ b/spec/lib/online_status_tracker_spec.rb
@@ -9,10 +9,11 @@ describe OnlineStatusTracker do
   context 'when get_available_users' do
     before do
       described_class.update_presence(account.id, 'User', user1.id)
+      described_class.update_presence(account.id, 'User', user2.id)
     end
 
     it 'returns only the online user ids with presence' do
-      expect(described_class.get_available_users(account.id).keys).to contain_exactly(user1.id.to_s)
+      expect(described_class.get_available_users(account.id).keys).to contain_exactly(user1.id.to_s, user2.id.to_s)
       expect(described_class.get_available_users(account.id).values).not_to include(user3.id)
     end
 
@@ -20,6 +21,17 @@ describe OnlineStatusTracker do
       user2.account_users.first.update(auto_offline: false)
       expect(described_class.get_available_users(account.id).keys).to contain_exactly(user1.id.to_s, user2.id.to_s)
     end
+
+    it 'returns the availability from the db if it is not present in redis and set it in redis' do
+      user2.account_users.find_by(account_id: account.id).update!(availability: 'offline')
+      # clear the redis cache to ensure values are fetched from db
+      Redis::Alfred.delete(format(Redis::Alfred::ONLINE_STATUS, account_id: account.id))
+      expect(described_class.get_available_users(account.id)[user1.id.to_s]).to eq('online')
+      expect(described_class.get_available_users(account.id)[user2.id.to_s]).to eq('offline')
+      # ensure online status is also set
+      expect(Redis::Alfred.hmget(format(Redis::Alfred::ONLINE_STATUS, account_id: account.id),
+                                 [user1.id.to_s, user2.id.to_s])).to eq(%w[online offline])
+    end
   end
 
   context 'when get_available_contacts' do