Office Hours

Setting office hours is beneficial for managing customer expectations at the beginning of a conversation. But when teams have diverse schedules and varying online availability, expectations may vary.

From the Default Office Hours, by default, conversations will be assigned to the teams during the hours displayed in the box.

To edit the default office hours, click on the Default Office hours box, it will display the following dialog where you can set your office hours to your space's timezone by default. You can change them here, ensuring accurate communication of your availability to customers.

Click on the Save button to update the default office hours.

Additionally, you also have the ability to set a default message to be sent automatically when:

• The Agent has not yet been assigned to the conversation

  By default the toggle will be active. As a result, the subsequent default message will be sent: “Please wait while we assign you an agent. Thank you!”. If you want to change the message type a new message from the box to replace the default one.

  

• The conversation between the agent and the customer has started during office hours

  By default the toggle will be active. As a result, the subsequent default message will be sent: “Hello! Welcome to [Name] I’ll try to assist you today”. If you want to change the message, you can type a new message from the box to replace the default one.

  

• The agents are not available. That is, when the customer started a conversation outside of office hours

  By default the toggle will be active. As a result, the subsequent default message will be sent: “Thanks for your message! Unfortunately, our agents are away from the office. Customer office hours are from [time] a.m. to [time] p.m.” If you want to change the message, you can type a new message from the box to replace the default one.