Opening Hours

If you are making use of the Live Agent functionality in the product, then its most likely that you'll want to be able to configure times when those staff are available to answer queries and when they are not. These are defined as opening hours and outside of these times it will not be possible to handover a conversation to an agent.

Under the Company tab of the settings page you will see a series of opening and closing times. By default this will show on section for Mon - Sun. By default each section is checked with a standard opening time, bear in mind that this may not reflect your actual opening times so is always worth checking.

When the check boxes are selected this indicates your Agents are available within the times set. You can edit the opening and closing times for each day to reflect your teams availability. To ensure your Agents can't be contacted simply uncheck the boxes next to the days that you're not open.

Exceptions

It is very common to have exceptions to these rules. These may be bank holidays or staff training days where there will be nobody around to answer questions. In these scenarios you can add specific dates that will override any of the previous, more generic settings mentioned earlier.

There are two options, you can add an Exception or add a Bank Holiday, click on the Add Exception + button at the bottom of the screen. The resulting popup window will allow you to specify a friendly Title to help you identify where this exception is, as well as provide the date range of the exception. For example, if you are shut over the Christmas period then you may want to set the days from 20/12/2022 to 05/01/2023.