1. Office hours
Office hours define when your team is available to handle live chat conversations. When users start a live chat outside of these hours, they can be informed when you’ll be back.Setting up office hours
- Go to your AI Agent or Chatbot dashboard.
- Navigate to Settings > Live Chat.
- Under Office hours, configure your schedule:
- Select the days from the dropdown (e.g. Weekdays, Weekends, or individual days).
- Set the start and end times.
- Click Save.
Day options
The following day options are available:| Option | Days |
|---|---|
| Every day | Monday – Sunday |
| Weekdays (Mon-Fri) | Monday – Friday |
| Weekends (Sat-Sun) | Saturday – Sunday |
| Individual days | Monday, Tuesday, Wednesday, Thursday, Friday, Saturday, or Sunday |
Multiple schedules
You can add multiple schedules to cover different time ranges. For example, you might set:- Weekdays (Mon-Fri): 09:00 – 17:00
- Saturday: 10:00 – 14:00
The schedule is based on your timezone configured in General settings.
2. Reply time
Reply time is displayed to customers during office hours to set expectations for how quickly they can expect a response.Setting reply time
- Under Reply time, select an option from the dropdown.
- None: No reply time shown.
- In a few minutes
- In a few hours
- In a day
- As soon as possible
- Custom time: Specify a custom time (e.g. “Under 15 minutes”).
- Click Save.