Hi,

    we need to understand the behavior of chat routing crossed with the operating hours of the departments.

The need we have is the following: we want to route chats to different departments, which operate at different times, and we want that if the department that should receive the chat is offline because out of operating time, the visitor cannot start the chat (as it happens when all the agents are offline). 

The behavior verified up to this point is as follows:
- We have run tests with two departments, which we will call Dip_A and Dip_B. Dip_A is offline because it is out of operating time, Dip_B is online.
- The visitor clicks on the widget and the chat is associated to Dip_A through a trigger that is activated "When a visitor has loaded the chat widget".
- At this point, however, the visitor can still start the chat, which is directed to Dip_A, without giving any warning. The chat cannot be seen by the Dip_B agents, who are online, because it is addressed to Dip_A.
- We have also activated the offline contact form, but it is not available if there is any agent online, even from other departments. In the case where there is no agent online, the offline contact form gives the visitor the possibility to see the operating time of all departments, and not only the one that was initially associated with it by the trigger.

We would like to understand what is the use of the routing combined with the possibility to manage departments with different schedules, since the visitor can still start the chat and it remains visible only to Dip_A, which is offline (so it becomes a missed chat ticket).

Thank you