Availability

The Availability settings let you define exactly when your team is available to accept live chat handoffs, and sets clear response time expectations for your users.

These settings are located in your agent’s dashboard under Settings > Live Chat.

1. Office hours

Office hours define when your human support team is online and available to handle live chat conversations. If a user triggers a handoff outside of these hours, they will be shown an “offline” message informing them when you’ll be back.

Setting up office hours

To configure your team’s schedule:

Go to your Agent’s dashboard.
Navigate to Settings > Live Chat in the sidebar.
Scroll down to the Office hours section.
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 preset options are available for quick scheduling:

Every day: Monday – Sunday
Weekdays: Monday – Friday
Weekends: Saturday – Sunday
Individual days: Monday, Tuesday, Wednesday, Thursday, Friday, Saturday, or Sunday

Multiple schedules

You can add multiple overlapping 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 block, click + Add schedule. To remove a schedule, click the trash can delete icon next to it. (Note: The schedule is based on your workspace’s timezone configured in your General settings).

2. Expected Reply time

The Expected Reply Time is an optional subtitle displayed in the chat widget header during your office hours. It sets expectations for customers on how quickly they can expect a human to reply.

Setting reply time

Under the Expected Reply Time section, enable the toggle and select an option from the dropdown:

In a few minutes
In a few hours
In a day
As soon as possible
Custom time: Specify a custom string (e.g., “Under 15 minutes”, “Usually replies in 2 hours”).

Once selected, click Save to apply the changes to your chat widget instantly.