Channel Operation Settings
You can customize your brand's operating hours, specify the response time for customer inquiries, and set chat management options during non-operating hours.
You can set different operating hours for each team within the same channel.
Start with a [Default setting] and add new settings using the [+] button as needed.
If no additional settings are added, the [Default setting] will be applied.
You can create up to 30 operation settings.
Set the operating status and let customers know whether the chat function is available.
You can set operating hours and non-operating hours (out of the office) by using the automation.
You can also set whether or not to receive new inquiries during non-operating hours.
Set the country and timezone where your service operates. Based on the selected timezone, the channel's operational status will automatically adjust.
You can manually change the operation status as needed.
During operating hours, the response speed will be displayed.
Outside of operating hours, the start time of the next operating period will be shown.
The behavior varies according to the operation settings, which you can explore in detail in the Channel Front Guide. (→ Learn more about Channel Front Guide)
During operating hours, customers will see the average response times. When you are out of office (non-operating hours), customers will be notified when the next operating hours will begin.
If automation is set up, the operation status will automatically change according to the time set.
Even if automated business hours are set up, you can still manually enable or disable your business’s operating hours. The manual change will remain until the next scheduled start of operating hours.
Example) You can set operating hours from 9-6, but then have a lunch break from 12-1.
If you manually turn on office hours at 7 am on Monday (2 hours before the start of the day) you will remain in operating hours until 11:59 am.
If you end operating hours early at 3 pm on Tuesday, then your operating hours will be set to away until Wednesday at 9 am.
Holiday Settings normally follow the Channel's Timezone. [Channel Settings] → [General] → [Channel Profile] → [Contact & Location]
Choose a date you want to set up as a holiday, and it will follow the channel's "Non-Business hour" settings when it falls on the day you set.
You can add the desired date by pressing [+ Add holiday] in the holiday settings.
The registration will be automatically deleted after the set holiday has passed, and if you want to delete a holiday you have already registered, click the [Trash can icon].
You can edit the date of the registered holiday by clicking the date.
Please note the following when you're setting your holidays:
You can set holidays, if you have automation enabled.
Holidays can be up to 50 days long.
For example, if you add December 24 - December 25 as a holiday, it will count as two days of holiday.
You can't add today and past dates as holidays. If you save a holiday and it's today, you'll need to manually change your operational status on the day of the holiday.
You can also set holidays in the mobile admin app.
You can set how to manage new chats that come in during non-operating hours.
Enable chat : All new chats which come in during non-operational hours will appear in your inbox. You can even inform the customer that you are out of the office so then they can decide if they want to wait. You can set up the message through workflow. (→ Learn more about Workflow)
Do not receive new chats: No new inquiries will be accepted outside of operating hours. Customers will not see the "Start New Inquiry" button during this time.
You can inform the customer when they should expect a response based on your response time.
If you turn on manager profiles, the response time of the manager you can talk to will appear below the 'Start a chat' button.
Sometimes, customers like to make multiple inquiries within the same chat. This does not give the best CS experience. To provide the best CS service possible, we have implemented a feature where you can refuse messages from chats that have ended. This will make customers ask questions through new chat instead.
After the Chat window has been closed, you can change the settings so there is a small period of time when the customer can send any finishing remarks. After that time elapses, the chatroom will be closed to the customer.
Given that the customer may have any remaining inquiries, you can set the waiting period for at least 1 minute since the chat was closed. However, even if this time elapses, the chatting window will not close until the customer leaves.