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The Availability settings let you define when your team is available for live chat and set response time expectations for your users. These settings are found under Settings > Live Chat in your AI Agent or Chatbot dashboard. Live chat availability settings page

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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.

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Setting up office hours

  1. Go to your AI Agent or Chatbot dashboard.
  2. Navigate to Settings > Live Chat.
  3. 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.
  4. Click Save.

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Day options

The following day options are available:

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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
To add another schedule, click + New. To remove a schedule, click the delete icon next to it.
The schedule is based on your timezone configured in General settings.

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2. Reply time

Reply time is displayed to customers during office hours to set expectations for how quickly they can expect a response.

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Setting reply time

  1. 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”).
  1. Click Save.

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Customer availability after leaving

For AI Agent web widgets, Web Widget > Email reply notifications can collect a customer’s email during live chat. When a human agent replies after the customer leaves the website, the customer receives the latest conversation transcript by email. This uses recent widget heartbeats to determine whether the customer is still online. Presence is temporary and is not stored as a status on the conversation. See Notifications for configuration details.