Definition
Business hours in live chat define the specific timeframes during which your support agents are available to respond to live chat inquiries. Outside these hours, an offline form or automated message can be displayed.
Why It Matters
Setting clear business hours helps manage customer expectations. It ensures that customers know when they can expect a live response, while providing options for assistance during off-hours, such as an offline form for lead capture.
Real-Life Use Cases
A retail website sets its live chat business hours from 9 AM to 5 PM, ensuring customers know when agents are available for real-time support. Outside these hours, the chat widget automatically displays an offline form, allowing customers to leave a message.
FAQs
In Chatway, you can easily configure your live chat operating hours within the widget settings, defining the days and times your agents are available.
When agents are offline, Chatway can display an offline form for lead capture, a custom message, to continue providing automated assistance.
Yes you will be able to set different business hours for different team members.
It’s crucial for managing customer expectations, preventing frustration when agents are unavailable, and ensuring leads are still captured during off-hours.