Channel Operation Settings

You can inform the customer when they should expect a response based on your response time.

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 rule. (→ Learn more about Automation Rules)

• You can also set whether or not to receive new inquiries during non-operating hours.

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.

  

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 chats: 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 Chat automation Rules. (→ Learn more about Automation Rules)

• Don’t receive new chats: You can set your chat such that new messages are not received when you are not in office hours. Customers will not be able to see the 'Start a chat' button during non-operational hours.

• Hide chat button: You can hide the channel button on your webpage during non-operational hours.

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.