How to set up Business hours for Live chat?

If your live agents are not responding to customer queries 24/7, you can set up the live chat to be available based on the business hours and/or availability of Live agents. Here is how you can do it:

1. Navigate to Settings->Social inbox->Live chat hours.

2. Select your preferred Time zone.

3. Select the type.

• Business hours

Live chat will open based on the normal opening hours set regardless of the availability of users online.

• Business hours + Users online

Live chat is open based on the normal opening hours but the agents should be online. The live chat will be closed if the agents are offline during business hours.

• Users online

Live chat will open only when agents are online.

4. Click on Add. Set the start and end time. Select the team(s) to notify and enable the toggle.

5. Special opening hours.

This can be used to enable/ disable chat bot during special occasions and would override the usual business hours set previously.

Assume that the live chat team will be working during additional hours (Not during the usual business hours), you can add an override under Special opening hours. As an example, if your extended business hours are from 09.30 AM to 05.30 PM you can update as illustrated below.

If you want to set the live chat to be offline on a specific day (during a holiday on a week day), you can add an override and enable Set offline. Refer to the illustration below.

Check out the next article to configure notifications for your live chat.