When is my live chat option available to my customers?

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  • Dane
    Zendesk Engineering
    Hi Rebeca, 
    Once you have enabled Messaging you can utilize Flow Builder and use the step "Add Business hours condition" to designate a message depending on your operating hours.
  • Cheeny Aban
    Zendesk Customer Care

    Hi Shaun,

    If no agents are online, the system will not offer chat to your customers, even if your operating hours have started. If you enable operating hours, your widget can only be online during the operating hours you've set.


  • Shaun Hutchinson

    Do we still have the availability to offer chat during Operating Hours, regardless of agent status?

    For example, if our Operating Hours begin at 8am, and no agent changes their status to 'Available' until 8:02am, why wouldn't the customer be allowed to begin the chat and wait in the queue for those 2 minutes?

  • Rebeca

    Hi, I'm setting up the messaging option in our account, with the web widget I'm able to select the available hours and create different responses for online and offline hours.

    If I enable answering with the bot I see the option to set a schedule dissapears. Is it possible to set available and unavailable hours while using the bot?




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