Set hours and availability for Conversations chat

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Set hours and availability for Conversations chat

With **Conversations**, you can manage live chat availability on your website, ensuring that customers can connect with agents during specific business hours or only when an agent is online. This feature is crucial for setting appropriate customer expectations regarding response times and improves customer satisfaction.

How to access this feature

To access the live chat availability settings for **Conversations**, follow these steps:

1. Click Conversations in the left menu.
2. Click Conversations Settings.
3. Click the Channels tab.

Once you are on the Conversations channel page, you will see options for web chat, messenger, and email channels.

Step-by-step instructions

How to make live chat available when an agent is online

You can configure the chat bubble to appear on your website only if an agent has marked themselves as "available" in the **Conversations** unified inbox. If an agent is marked as "away," the chat widget will not display.

To enable this option:

1. Click the only when an agent is online option under **Display Rules**.
2. Click the Save button to apply the setting.
3. (Optional) If you want the chat widget to appear with an offline indicator when agents are away, check the box that says display the web chat widget with an offline indicator.

How to make live chat available during business hours

You can also set up your web chat widget to function solely during your designated business hours. This helps agents prioritize their responses and informs contacts when they can receive assistance.

To set your business hours:

1. Click the Set your business hours option under **Display Rules**.
2. Use the drop-down menu to select the desired time zone for your business hours.
3. Use the other drop-down menus to choose the specific days and times you want your web chat to be active.
4. Click the Save button.

You also have the option to choose whether to display the chat widget outside of business hours. If you want the chat widget to remain visible even when you are closed, check the option to show the web chat widget as offline. If you prefer to hide the widget outside of business hours, simply uncheck that option.

Configuration options and settings

The following configuration options are available under **Display Rules**:

• only when an agent is online: Displays the chat widget only when an agent is available.
• Set your business hours: Customize business hours for web chat.
• show the web chat widget with an offline indicator: Allows the chat widget to be visible even when agents are marked as away.

Best practices and tips

1. **Regularly review and update your business hours** to reflect changes in agent availability or business operations. 2. **Encourage agents to regularly update their status** within the unified inbox to ensure accurate representation of availability. 3. **Utilize the offline indicator** feature strategically to provide customers with clear communication regarding agent unavailability. 4. **Communicate your business hours clearly on your website** to set clear expectations for customers engaging through the chat widget.

Common use cases with examples

- **Customer Support**: A retail company can use the chat feature to be available for customer inquiries from 9 AM to 5 PM (local time) on weekdays, improving response times and customer satisfaction.

- **Sales Queries**: A SaaS company might keep its chat feature online only when sales representatives are available, providing potential customers with immediate assistance when they show interest.

- **After-Hours Assistance**: A service provider may use the offline indicator to inform customers when they can expect a response, even outside business hours, thereby reducing frustration.

Troubleshooting section

If you encounter issues with the **Conversations** chat widget:

- Confirm that agents are marking themselves as "available" correctly in the unified inbox. - Ensure that you have set your business hours accurately. - Double-check that all configurations under **Display Rules** are saved properly. - If the chat widget does not appear when agents are online, review your website settings to ensure that nothing is preventing the chat from displaying.

Related features

To learn more about how to leverage live chat for customer interactions, check out the Conversations category for additional guidance.

FAQ

1. What plans include the Conversations feature?

  - This feature is available for **Starter**, **Plus**, **Pro**, and **Enterprise** plans.

1. Can I customize the availability settings for different agents?

  - Availability is set generally for all agents within the same account, but individual agents can mark themselves as "available" or "away".

1. What happens if my chat widget is displayed during off hours?

  - If you choose to display the chat widget during off hours with an offline indicator, customers can still see that agents are unavailable.

1. Is the Conversations feature available for purchase?

  - As of January 3, 2023, the **Conversations** feature is no longer available for purchase.

1. Can I disable the chat widget completely?

  - Yes, you can choose to hide the widget completely outside of business hours by unchecking the corresponding option in the **Display Rules**.

1. How do I know if an agent is online or offline?

  - Agents can indicate their status in the Conversations unified inbox, which will affect the display of the chat widget on your website.

1. Can I use the chat widget for multiple time zones?

  - You can only set one time zone per widget, but you can configure multiple widgets for different time zones if necessary.

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